IT Service Support Technician in Austin

Service Support Technician

We require a Service Support Technician to provide monitoring, support, and optimization of our clients’ workstations, printers, VoIP phones, and other network devices. The candidate will handle Tier 1 and Tier 2 support tickets, serve as the escalation point for complex issues, and work closely with help‑desk staff and end users.

• Commit to company values: flexibility, respect, and dignity for clients and teammates.
• Resolve clients’ technical issues and ensure their IT infrastructure operates smoothly.
• Handle Tier 1 and Tier 2 support tickets.
• Follow our ticketing system, update tickets, and close them in a timely manner.
• Log time per ticket according to company standards.
• Attend work‑status and communication meetings to review ticket status and prioritize work.
• Provide first‑line technical support to clients via phone, email, or ticketing system.
• Diagnose and troubleshoot hardware, software, and network‑related issues promptly.
• Escalate complex problems to higher‑level support teams, documenting all relevant information.
• Document and track client issues and resolutions using the ticketing system.
• Perform basic system administration tasks such as creating user accounts, resetting passwords, and managing access permissions.
• Install, configure, and update software applications and operating systems on client devices.
• Assist clients with setting up and troubleshooting wired and wireless network connectivity.
• Educate clients on basic IT procedures and best practices to prevent future issues.
• Collaborate with team members and participate in knowledge‑sharing activities.
• Keep up to date with the latest technologies and industry trends.
• Manage client data backups.
• Troubleshoot and identify issues with DNS, Group Policies, user profiles, DHCP, networking, and other related problems.
• Solve Office 365 issues such as password resets, user creation, license assignment, and software installs.
• Support other technical assignments for client projects and implementations.
• Document using ITGlue, MyGlue, and other tools.
• Work with vendors to resolve issues.
• Assist the end‑user help desk team when tickets are escalated.
• Train client team members as required.
• Grow your skills through company‑sponsored education and external certification programs.
• Travel onsite to clients as required (independent transportation required).

• High school diploma or equivalent; relevant certifications such as CompTIA A+ or Microsoft Certified Professional are a plus.
• Minimum of 2 years of recent experience in a desktop support role.
• Good knowledge of desktop and laptop support.
• Excellent written and verbal English communication skills.
• Excellent customer service skills and a positive attitude.
• Analytical, organizational, and troubleshooting/problem‑solving skills.
• Ability to meet deadlines and complete tasks confidently.
• Ability to work under pressure in a fast‑paced environment and manage multiple tasks simultaneously.
• Availability during an 8 AM‑5 PM shift and on occasion after hours and weekends (infrequent & compensated).
• Strong knowledge of Windows operating systems (Windows 10 & 11, Windows Server), Microsoft Office Suite, and common business applications.
• Basic networking skills (VLANs, DHCP, DNS, TCP/IP).
• Understanding of hardware components and peripherals.
• Understanding of domains and user profiles.
• Understanding of Office 365/​Azure.
• Knowledge of Voice‑over‑IP (VoIP).
• Ability to relay technical information clearly to non‑technical personnel.

• Escalations resolved.
• Customer satisfaction rating.
• Quantity and quality of improvements/recommendations suggested.
• Quality and quantity of technical documentation created/updated.

Job type:
Full time.

Schedule:

40 hours per week (8 AM‑5 PM, M‑F); occasional nights or weekends may be required.

Work location:

Austin, Texas.