Senior Help Desk Technician - Windows & Mac Support

Talentify

Austin (TX)

On-site

USD 28,000 - 36,000

Full time

14 days+

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Job summary

ZP Better Together is seeking a Help Desk Technician to provide fast technical assistance for company computer systems, answer questions, and support a deaf-friendly culture in Austin. You will collaborate with NOC and IT staff to maintain a secure computing environment and resolve issues across Windows, macOS, and mobile devices.

Responsibilities include remote and onsite troubleshooting, ticket management in JIRA Service Desk, and documenting procedures in Confluence.

Qualifications

Minimum 5 years of experience on a Help Desk in a Windows environment.
ASL learning is required and deaf culture adaptation is expected.
Experience with ITIL-style service desk processes is preferred.
Ability to configure and troubleshoot VPN clients and Office 365.
Strong communication with employees of varying technical backgrounds.

Responsibilities

Serve as a point of contact for employees seeking technical assistance via email, in person, or JIRA.
Troubleshoot software/hardware remotely and determine solutions per IT policy.
Prioritize support requests and track them to completion.
Maintain and update JIRA Service Desk tickets and provide resolution steps.
Document IT procedures in Confluence and suggest process improvements.
Update OS and third-party software to keep a secure environment.
Troubleshoot and repair hardware on desktops, laptops, and accessories.