IT Service Desk Tech II — Remote & Onsite

On-Demand Group; Austin (TX); On-site; USD 41,000 - 48,000; Full time

Benefits offered by this job

Healthcare insurance

Dental insurance

Vision insurance

Job summary

On-Demand Group is seeking a Service Desk Technician II in Austin, TX to provide Tier 2 support for Microsoft-based environments, hardware, software, and networking. The role emphasizes fast, effective resolution and clear communication with users and teams.

You will handle on-site client support, remote service desk tasks, and participate in on-call duties, documenting all steps and resolutions while expanding technical knowledge.

Qualifications

• Minimum of 3 years of IT industry experience, specifically supporting Microsoft-based environments.
• Strong technical knowledge of SMB networks, infrastructure, hardware, and related technology.
• Demonstrated experience providing Tier 2 or advanced service desk support.
• Knowledge of standard help desk/service desk support methods and procedures.
• Strong troubleshooting, problem-solving, and critical-thinking skills.
• Ability to clearly and concisely document technical processes, issues, and resolutions.
• Strong written and verbal communication skills.

Responsibilities

• Provide excellent customer service and communicate clearly with both technical and non-technical users.
• Follow established support processes, procedures, and service guidelines.
• Provide Tier 2 support for hardware, software applications, networking, and related technical issues.
• Log, diagnose, troubleshoot, repair, and communicate reported problems through resolution.
• Troubleshoot advanced application, infrastructure, connectivity, and user support issues.
• Diagnose and escalate complex technical issues to senior technical staff and other appropriate teams.
• Provide remote service desk support as well as onsite support at client locations.
• Participate in on-call responsibilities that may include both remote and onsite support.
• Accurately document technical issues, troubleshooting steps, processes, and resolutions.
• Continuously develop new technical skills and expand knowledge of supported technologies.

Skills

Troubleshooting

Problem-solving

Critical thinking

Communication

Tools

Ticketing systems

Job description

On-Demand Group is seeking a Service Desk Technician II in Austin, TX to provide Tier 2 support for Microsoft-based environments, hardware, software, and networking. The role emphasizes fast, effective resolution and clear communication with users and teams.

You will handle on-site client support, remote service desk tasks, and participate in on-call duties, documenting all steps and resolutions while expanding technical knowledge.