Service Desk Technician

What You’ll Do

• Serve as the first line of support for users by diagnosing and resolving technical issues with speed and care.
• Provide support via phone and chat, managing multiple conversations while maintaining quality service.
• Troubleshoot a wide range of technologies including desktops, mobile devices, and enterprise applications.
• Escalate complex issues when needed, ensuring nothing falls through the cracks.
• Keep users informed with clear, friendly communication throughout the support process.
• Document solutions and contribute to improving knowledge resources and processes.
• Support and manage accounts, including password resets and access updates.
• Work with tools like Service Now, SCCM, and other ITSM platforms to track and resolve issues.
• Continuously learn and grow through feedback, collaboration, and hands‑on experience.

• Experience in a service desk, helpdesk, or customer support environment.
• A passion for helping people and delivering excellent customer service.
• Strong troubleshooting skills across Windows environments, with Mac experience as a plus.
• Familiarity with tools like Active Directory, VPNs, Citrix, or mobile device management.
• Ability to multitask and stay organized in a high‑volume support setting.
• Clear, professional communication, both written and verbal.
• Comfortable typing and navigating multiple systems efficiently.

This is a Contract position based out of Austin, TX. This is a hybrid position in Austin, TX.

The pay range for this position is $21.00 - $24.00/hr.

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This position is anticipated to close on Jun 11, 2026.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.