IT Helpdesk Technician

Foxconn Industrial Internet - FII; Austin (TX); On-site; USD 45,000 - 65,000; Full time

Job summary

Foxconn Industrial Internet - FII in Austin, TX is seeking an IT Helpdesk Technician to be the first point of contact for internal IT issues. You will diagnose and resolve hardware, software, and network problems while maintaining strong user-focused service standards.

You will support Windows and macOS environments, manage user accounts in Active Directory, deploy hardware and software, and contribute to knowledge base articles.

Qualifications

• Associate's degree or equivalent experience with IT foundational certifications.
• 3+ years in IT Helpdesk, Desktop/Technical Support in a professional environment.
• Strong troubleshooting for hardware and software across Windows/macOS devices.

Responsibilities

• Provide first-line technical support via phone, email, and in-person for hardware, software, and network issues.
• Diagnose and resolve common IT problems including desktops, printers, software errors, and connectivity.
• Assist with user account management in Active Directory and permissions.
• Support deployment of new hardware and software per company standards.
• Document requests and resolutions; contribute to IT knowledge base articles.
• Escalate complex issues to senior IT staff and ensure proper handover and follow-up.

Skills

Customer service

Troubleshooting

Communication

Education

Associate's degree in IT or related field

CompTIA A+

CompTIA Network+

Tools

Active Directory

Windows OS

macOS

VPN

DNS/DHCP basics

Job description

Job Summary:

The IT Helpdesk Technician will be the first point of contact for all IT-related issues, providing prompt, courteous, and effective technical support to internal users. You'll be responsible for diagnosing and resolving hardware, software, and network problems, escalating complex issues when necessary. Your role is vital in maintaining user productivity and ensuring our IT services align with Ingrasys' operational needs and global IT standards.

Key Responsibilities:

• First-Line Technical Support: Provide timely and effective first-line technical support to end-users via phone, email, and in-person for hardware, software, and network issues.
• Troubleshooting & Resolution: Diagnose and resolve common IT problems, including desktop/laptop issues, printer malfunctions, software application errors, and basic network connectivity problems.
• System & Application Support: Assist users with common operating system issues (Windows, macOS), Microsoft Office Suite, and other business-critical applications utilized in both office and advanced manufacturing settings.
• User Account Management: Create, modify, and troubleshoot user accounts and permissions within Active Directory and other relevant systems.
• Hardware & Software Deployment: Assist with the setup, configuration, and deployment of new computers, peripherals, and software, ensuring adherence to company standards.
• Documentation & Knowledge Base: Accurately log all support requests, actions taken, and resolutions in the ticketing system. Contribute to and maintain IT knowledge base articles and troubleshooting guides for common issues.
• Escalation & Collaboration: Identify and elevate more complex or critical issues to senior IT staff or specialized teams (e.g., System Administrators, Network Engineers) when necessary, ensuring proper handover and diligent follow-up until resolution.
• IT Standards Adherence: Ensure all support activities and solutions comply with established global IT policies, procedures, and security best practices.

Customer Service Excellence:

1. Provide consistent and excellent customer service, maintaining a positive and helpful attitude while guiding users through technical solutions and ensuring a positive user experience.
2. Provide white-glove IT support for VIP executives and in-office leadership, delivering highly responsive, discreet, and personalized technical assistance to ensure a seamless technology experience.

• Perform additional responsibilities as needed to support business objectives.

Qualifications:

• Associate's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience and certifications (e.g., CompTIA A+, Network+).
• 3+ years of experience in an IT Helpdesk, Desktop Support, or Technical Support role in a professional environment, preferably within manufacturing, industrial, or a high-tech sector.
• Strong troubleshooting skills for common hardware (laptops, desktops, printers, mobile devices) and software issues
• Familiarity with Active Directory for user and computer management, including password resets and group policy basics.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, Wi-Fi connectivity, VPN).
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and patiently to non-technical users.
• Strong interpersonal skills and a highly customer-service-oriented approach.
• Ability to prioritize tasks, manage multiple requests efficiently, and work effectively under pressure.
• Self-motivated with a strong desire to learn and adapt to new technologies and processes.