Technical Support Tech I

Apex Systems; Austin (TX); On-site; USD 42,000 - 60,000; Full time

Job summary

Apex Systems in Austin, TX is seeking a Technical Support Technician I to provide end-user support via phone and web portal. You will troubleshoot POS hardware and software, document issues, and resolve tickets within SLA while coordinating with other teams.

The role emphasizes clear communication, patient problem-solving, and the ability to work onsite with occasional after-hours shifts as needed. A technical degree or equivalent experience is preferred.

Qualifications

• 1–3 years in enterprise POS tech support.
• Experience supporting Windows and desktop systems.
• Strong communication and problem-solving skills.

Responsibilities

• Troubleshoots POS hardware and software at a Level 1 support level.
• Collaborates with users from multiple departments to resolve issues.
• Escalates complex issues and ensures resolution within SLA.
• Captures detailed ticket information to diagnose and resolve issues promptly.
• Monitors support queue and facilitates escalations as needed.
• Identifies call trends to inform training and process improvements.

Skills

Technical support

Windows support

POS systems

Customer service

Education

Bachelor's degree in a technical field

Tools

POS hardware

Help desk software

Job description

Job#: 3046223

Job Description:

Technical Support Tech I

Location: Austin, Texas (Onsite)

Role Overview

This position is for a Help Desk Technician responsible for providing end-user support through phone and web portal requests. The role involves troubleshooting technical issues, working with various departments, and ensuring timely resolution of support tickets.

Key Responsibilities

• Troubleshoots Point of Sale (POS) systems solutions at a Level 1 technical support level, including hardware and software.
• Works closely with users from various departments to support the organization.
• Actively communicates with internal teams and leadership to escalate issues that are out of scope.
• Captures detailed ticket information to diagnose or resolve issues in a timely manner and within service-level agreements (SLA).
• Supports leadership in monitoring the support queue, ensuring consistent call availability, and actioning escalations as required.
• Identifies call trends and types to recognize potential training needs.

Required Qualifications

Experience:

• 1-3 years of technical support experience in an enterprise Point of Sale technology environment.
• 1-3 years of experience supporting Windows, including configuration and troubleshooting.
• 1-3 years of experience supporting workstation and desktop systems.

Skills and Abilities:

• Strong analytic capability and organizational skills.
• Clear communication and a willingness to relate to others, listening to concerns in a patient and supportive manner.
• Ability to speak to a customer’s level of technical expertise.
• Effective verbal and written communication skills.
• Problem-solving skills, with the ability to accurately diagnose issues and repair systems.
• Independent work ethic to implement solutions without constant supervision.
• Ability and desire to explore and learn new technologies.
• A team player attitude, with patience, understanding, and flexibility.
• Flexible work availability, including nights and weekends as required.

Education:

• A college degree in a technical field is preferred; experience may be considered as a substitute for education.

Work Environment

The available onsite shift option for the first six months is 9:00 AM to 5:30 PM with Wednesday and Thursday off. Shift schedules may be subject to change after the initial six-month period.