TWK_Help Desk Support position state of Texas | Austin-TX#Onsite | US C

Help Desk Support

Internal job :

State of Texas, Austin – 205 W 14th St, Austin, TX 78701 (Onsite)

• US Citizen and Green Card Holder only.
• Must reside in Texas (no relocation).
• 10+ years total experience.
• CompTIA A+, ITF+, or equivalent certifications required.
• State client experience preferred.

Provides front‑line technical support by responding to calls and emails professionally and promptly, collecting and analyzing customer issues to determine the best resolution. Offers basic troubleshooting such as password resets, printer setup, break/fix guidance, website content updates, account creation, and hardware configuration during onboarding. Supports conference room A/V equipment and handles documented advanced configuration tasks. Ensures all support interactions are accurately logged, escalates issues when needed, and reports recurring trends to management.

• 3+ years required:
  Strong customer service across phone, email, and in‑person channels.
• 2+ years required:
  Supporting users with varying technical skill levels.
• 2+ years required:
  Computer support and troubleshooting (Microsoft Office, Windows 10, Adobe, general systems).
• 1+ year required:
  Active Directory experience.
• 1+ year required:
  Experience with cloud platforms (e.g., Microsoft Azure).
• 1+ year preferred:
  Desire for career growth and advancement.