Service Desk Tier I

Location: Austin, TX (full time in office).

Pay: up to $28/hr. + Benefits

Title: Service Desk Tier I

Summary: We are looking for a motivated and customer-oriented Tier 1 Help Desk Technician to provide first-level technical support to end-users across the organization. This role is responsible for handling incoming service requests, troubleshooting basic hardware and software issues, and ensuring timely and accurate resolution or escalation of incidents. The ideal candidate is resourceful, communicative, and eager to grow their IT skills in a fast-paced

Essential Duties and Responsibilities:

• Respond to and document incoming incidents and service requests via the service desk ticketing system.
• Provide first-level troubleshooting and support for desktops, laptops, mobile devices (iOS, Android), printers, and basic networking issues.
• Assist users with login issues, password resets, and common software problems (Windows, macOS, MS Office, email).
• Gather detailed information from users to better understand technical problems and escalate to Tier 2 or other teams when necessary.
• Maintain clear and professional communication with users regarding ticket status, next steps, and expected resolution timelines.
• Contribute to the creation and upkeep of knowledge base articles and support documentation.
• Provide remote or desk-side support as needed under the direction of senior staff.
• Support IT team with hardware deployments, software installations, and basic configuration tasks.
• Participate in phone coverage and help desk support rotations, including occasional after-hours support when needed.
• Uphold IT policies and procedures and ensure all support interactions are documented accurately and thoroughly.

Job Competencies / Qualifications:

• 1–2 years of experience in a customer support or IT help desk role preferred (internships or school projects welcome).
• Basic understanding of Windows and macOS operating systems, Microsoft Office, and common enterprise applications.
• Familiarity with Active Directory functions such as password resets and user account lookups is a plus.
• Comfortable supporting iOS and Android mobile devices.
• Strong communication skills and a service-oriented attitude.
• Ability to follow instructions, document work, and escalate issues appropriately.
• Willingness to learn new technologies and take initiative in troubleshooting tasks.
• Dependable, organized, and able to manage multiple tasks in a busy environment.

Work Authorization: Must be able to verify identity and employment eligibility to work in the U.S.

Other Duties: This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned in order to meet the needs of the organization.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information. VISION: See in the normal visual range with or without correction. HEARING: Hear in the normal audio range with or without correction.

[EOE/M/F/D/V. Drug-free workplace.]

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