Senior Help Desk Technician — Onsite IT Support

Air InfoSec; Austin (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Air InfoSec, LLC in Austin, TX is seeking a Help Desk Support Specialist to provide second-level technical support to end users, onsite, remote, phone or email, and to document and track issues for timely resolution.

The role supports the Texas Department of Transportation, requiring 4–7 years of related experience, strong problem solving for network, desktop and server problems, and the ability to coordinate system changes and upgrades.

Qualifications

• 4 to 7 years of experience in the field or a related area.
• Experience with providing second level support to end users by handling service requests escalated by lower tiers.
• Experience with providing support onsite, remotely, over the phone, or via email.
• Experience with developing solutions for network, desktop, and server problems.

Responsibilities

• Provide technical assistance to computer system users on a variety of issues.
• Identify, research, and resolve technical problems escalated from lower support tiers.
• Respond to telephone calls, email, and in-person requests for technical support.
• Document, track, and monitor issues to ensure timely resolution.
• Assist users with computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
• Perform service and preventive maintenance on terminals, printers, and personal computers.
• Diagnose and repair equipment by replacing worn or broken parts and making technical adjustments.
• Assist in coordinating system changes, upgrades, and new products to ensure correct operation in current and future environments.
• Implement shared software, including operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
• Communicate accurate status updates and manage and report time spent on all work activities.

Skills

technical support

Job description

Air InfoSec, LLC in Austin, TX is seeking a Help Desk Support Specialist to provide second-level technical support to end users, onsite, remote, phone or email, and to document and track issues for timely resolution.

The role supports the Texas Department of Transportation, requiring 4–7 years of related experience, strong problem solving for network, desktop and server problems, and the ability to coordinate system changes and upgrades.