L1 Tech Support

Kforce Inc; Austin (TX); On-site; USD 36,000 - 52,000; Full time

Job summary

Kforce is seeking an L1 Tech Support Analyst in Austin, TX to deliver first-line IT support across desktops, mobile devices, and network systems. You will respond via phone, email, chat, and tickets, troubleshoot Windows and M365, and assist with account provisioning and password resets.

You will document resolutions and escalate complex issues to higher tiers as needed. The role emphasizes strong customer service, clear communication, and the ability to explain technical concepts to

Qualifications

• High School diploma/GED or equivalent.
• 0-2 years of experience in Help Desk, Service Desk, Technical Support, or Desktop Support.
• Experience using ticketing systems such as ServiceNow, Jira, Zendesk, or similar platforms.
• Familiarity with Windows 10/11 and Microsoft 365 applications.
• Basic understanding of Active Directory, Exchange Online, and Azure AD.
• Knowledge of networking fundamentals including TCP/IP, DNS, DHCP, and VPN connectivity.
• Strong problem-solving and analytical skills.
• Excellent verbal and written communication abilities.
• Strong customer service mindset and attention to detail.
• Ability to explain technical concepts to non-technical users.

Responsibilities

• Provide Tier 1 technical support for desktops, laptops, mobile devices, printers, and peripherals.
• Respond to support requests via phone, email, chat, and ticketing systems.
• Troubleshoot Windows operating systems, Microsoft 365 applications, and common software issues.
• Assist users with password resets, account unlocks, access requests, and basic Active Directory administration.
• Diagnose connectivity issues involving VPNs, Wi-Fi, TCP/IP, DNS, and network access.
• Document incidents, troubleshooting steps, and resolutions within the ITSM platform.
• Follow established procedures, knowledge base articles, and support workflows.
• Escalate unresolved issues to Tier 2 or Tier 3 support teams when appropriate.
• Support onboarding and offboarding activities, including hardware deployment and user account provisioning.
• Assist with software installations, updates, and device configurations.
• Maintain a high level of customer satisfaction through professional and timely communication.
• Contribute to knowledge base documentation and process improvement initiatives.

Skills

Troubleshooting

Customer service

Communication

Problem solving

Education

High School diploma or GED

Associate's degree in IT or related field

Tools

ServiceNow

Jira

Zendesk

Job description

Responsibilities

Kforce has a client that is seeking a L1 Tech Support in Austin, TX. Overview: We are seeking an L1 Technical Support Analyst responsible for delivering exceptional first-level technical support to end users across hardware, software, network, and business applications. This role serves as the front line of IT support, providing timely issue resolution, documenting incidents, and escalating complex problems when necessary. The ideal candidate possesses strong troubleshooting skills, excellent customer service abilities, and a passion for technology. Key Responsibilities:

• Provide Tier 1 technical support for desktops, laptops, mobile devices, printers, and peripherals
• Respond to support requests via phone, email, chat, and ticketing systems
• Troubleshoot Windows operating systems, Microsoft 365 applications, and common software issues
• Assist users with password resets, account unlocks, access requests, and basic Active Directory administration
• Diagnose connectivity issues involving VPNs, Wi-Fi, TCP/IP, DNS, and network access
• Document incidents, troubleshooting steps, and resolutions within the ITSM platform
• Follow established procedures, knowledge base articles, and support workflows
• Escalate unresolved issues to Tier 2 or Tier 3 support teams when appropriate
• Support onboarding and offboarding activities, including hardware deployment and user account provisioning
• Assist with software installations, updates, and device configurations
• Maintain a high level of customer satisfaction through professional and timely communication
• Contribute to knowledge base documentation and process improvement initiatives

Responsibilities

Kforce has a client that is seeking a L1 Tech Support in Austin, TX. Overview: We are seeking an L1 Technical Support Analyst responsible for delivering exceptional first-level technical support to end users across hardware, software, network, and business applications. This role serves as the front line of IT support, providing timely issue resolution, documenting incidents, and escalating complex problems when necessary. The ideal candidate possesses strong troubleshooting skills, excellent customer service abilities, and a passion for technology. Key Responsibilities:

• Provide Tier 1 technical support for desktops, laptops, mobile devices, printers, and peripherals
• Respond to support requests via phone, email, chat, and ticketing systems
• Troubleshoot Windows operating systems, Microsoft 365 applications, and common software issues
• Assist users with password resets, account unlocks, access requests, and basic Active Directory administration
• Diagnose connectivity issues involving VPNs, Wi-Fi, TCP/IP, DNS, and network access
• Document incidents, troubleshooting steps, and resolutions within the ITSM platform
• Follow established procedures, knowledge base articles, and support workflows
• Escalate unresolved issues to Tier 2 or Tier 3 support teams when appropriate
• Support onboarding and offboarding activities, including hardware deployment and user account provisioning
• Assist with software installations, updates, and device configurations
• Maintain a high level of customer satisfaction through professional and timely communication
• Contribute to knowledge base documentation and process improvement initiatives

Requirements

• High School diploma/GED or equivalent required; Associate's degree in Information Technology or related field preferred
• 0-2 years of experience in Help Desk, Service Desk, Technical Support, or Desktop Support
• Experience using ticketing systems such as ServiceNow, Jira, Zendesk, or similar platforms
• Familiarity with Windows 10/11 and Microsoft 365 applications
• Basic understanding of Active Directory, Exchange Online, and Azure AD
• Knowledge of networking fundamentals including TCP/IP, DNS, DHCP, and VPN connectivity
• Strong problem-solving and analytical skills
• Excellent verbal and written communication abilities
• Strong customer service mindset and attention to detail
• Ability to explain technical concepts to non-technical users

Preferred Qualifications

• CompTIA A+, Network+, or equivalent certifications
• Experience supporting Microsoft 365 environments
• Experience in corporate enterprise environments
• Exposure to remote support tools
• Knowledge of mobile device management (MDM) solutions

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.