Help Desk Technician

Job Description

Job Description

Help Desk Technician

Onsite | Austin, TX | Contract

We are looking for a customer-focused Help Desk Technician to deliver advanced technical support for employees in a manufacturing environment based in Austin, Texas. This long-term contract position is ideal for someone who can handle escalated support issues, investigate underlying causes, and restore service across devices, applications, and core workplace technologies. The role requires a balance of hands-on troubleshooting, clear communication, and a strong commitment to maintaining a reliable end-user experience.

Responsibilities:

• Resolve escalated support requests by diagnosing and addressing more advanced hardware, software, account, and connectivity issues that move beyond first-level support.

• Investigate recurring technical problems to determine root causes and implement lasting solutions that improve service stability.

• Manage incidents and service requests through the full ticket lifecycle while meeting established response times and business priorities.

• Partner with senior technical teams and external providers when specialized expertise is needed to restore service or address ongoing problems.

• Configure, deploy, and support endpoint devices, including Windows computers, macOS systems, and mobile equipment used across the organization.

• Administer and troubleshoot workplace technologies such as Microsoft 365, identity and access tools, and collaboration platforms to keep users productive.

• Create and maintain accurate support documentation, including ticket details, resolution steps, and knowledge resources for future reference.

• Identify service trends and recommend workflow improvements, preventive actions, or automation opportunities to reduce repeat incidents.

• Assist with employee onboarding and offboarding by preparing devices, assigning access, and ensuring account changes follow security requirements.

• Provide day-to-day guidance to entry-level support staff and communicate clearly with users and stakeholders on issue status and next steps.