Senior IT Help Desk Specialist – Advanced Support

CAPPS; Austin (TX); On-site; USD 65,000 - 95,000; Full time

Job summary

CAPPS is seeking an IT Support Specialist IV to join the ITS Help Desk at the Texas Secretary of State. The role provides senior-level technical support for hardware, software, operating systems, networking, and printing, delivering timely resolutions and excellent customer service to agency staff.

The successful candidate will handle complex incidents, document resolutions, assist with software deployments, manage credentials and asset inventories, and collaborate with cross-functional teams.

Qualifications

• Three years of professional fulltime experience in help desk support or related field.
• Experience using Jira, ServiceNow, Remedy or other ticketing systems.
• Strong customer service and IT support via multiple channels (phone, in-person, email).
• Extensive knowledge of Microsoft 365 apps and administration.

Responsibilities

• Review and prioritize incoming issues; log problems and monitor status.
• Assist with software installations, licensing, and peripherals.
• Manage user credentials, print queues, and directory structures.
• Troubleshoot hardware and software problems and set up equipment.
• Contribute to asset inventory and reporting; assist laptop refresh projects.
• Develop procedures and user guides; collaborate with ITS teams.
• Provide after-hours support when needed; perform other duties as assigned.

Skills

Customer service

Communication skills

Problem solving

Multitasking

After-hours support

Confidentiality

Education

High school diploma or equivalent

Tools

Jira

ServiceNow

Remedy

Microsoft 365

Job description

CAPPS is seeking an IT Support Specialist IV to join the ITS Help Desk at the Texas Secretary of State. The role provides senior-level technical support for hardware, software, operating systems, networking, and printing, delivering timely resolutions and excellent customer service to agency staff.

The successful candidate will handle complex incidents, document resolutions, assist with software deployments, manage credentials and asset inventories, and collaborate with cross-functional teams.