Help Desk Technician - Information Technology

Help Desk Technician I - Information Technology

Job Category: Information Technology

Requisition Number: HELPD
002222

• Posted :
  September 15, 2026
• Full-Time
• On-site

Showing 1 location

South Site
3700 S 1st St
Austin, TX 78704, USA

Life Works
of
Austin, TX is looking for a Help Desk Technician Ito join our Information Technology team!

The Help Desk Technician I provides frontline technical support for Life Works employees and technology systems across multiple locations. This position supports end users, deploys and maintains technology equipment, assists with user account administration, and performs the day-to-day operational activities that keep agency technology running efficiently. The role is the primary point of contact for technical support requests and escalates advanced technical, security, and infrastructure issues to the Help Desk Technician II as appropriate.

The position supports Life Works' transition to cloud-based technologies by assisting with Microsoft 365 and Microsoft Entra , device deployment, employee onboarding and offboarding, and asset management. This role is designed to manage recurring operational support activities, allowing senior technical staff to focus on infrastructure, security, and strategic projects.

This full time, non-exempt position earns a competitive rate ranging from $25.64 - $36.25 hourly depending upon experience. Benefits are also included, which consist of 24 PTO days per year (accrued); 11 paid holidays per year; a premium-free employee medical plan with $100 per month HSA contribution (plus other affordable employee or family medical, dental, and vision options!); a retirement savings plan with 50% match on the first 6% of contributions, and much more!

RESPONSIBILITIES

User Support & Customer Service

• Respond to help desk tickets, phone calls, emails, and walk-up support requests in a timely and professional manner.
• Troubleshoot hardware, software, printer, mobile device, and network connectivity issues.
• Support company-owned Windows and macOS computers, mobile devices, tablets, printers, and peripherals.
• Document support interactions, troubleshooting steps, and resolutions in the IT ticketing system.
• Provide technical guidance and training to employees on agency-supported technology.
• Escalate complex or advanced technical issues to the Help Desk Technician II or other resources as appropriate.

Identity & Access Administration

• Assist with Microsoft 365 and Microsoft Entra  account administration, including provisioning, access management, and license assignment.
• Perform password resets, account unlocks, and other basic access management functions.
• Support employee onboarding and offboarding activities.
• Follow least-privilege and need-to-know access principles to maintain HIPAA, FERPA, and agency compliance requirements.
• Deploy, configure, track, recover, and retire technology assets using agency asset management systems (e.g., Ref Tab).
• Assist with inventory audits, asset reconciliation, and lifecycle management activities.
• Securely decommission equipment and follow data destruction procedures when required.
• Ensure devices are properly labeled, documented, and asset-tagged.

Network & Infrastructure Support

• Perform basic network troubleshooting, including connectivity, wireless access, and printer communication issues.
• Assist with troubleshooting switches, firewalls, and other network-connected devices under the direction of senior IT staff.
• Provide backup support for infrastructure-related tasks as needed.

Security, Compliance, & Documentation

• Follow agency cybersecurity, privacy, HIPAA, FERPA, and access management requirements.
• Report security incidents, suspicious activity, and technical risks following established procedures.
• Follow established IT Standard Operating Procedures and maintain accurate documentation of support activities, asset records, and process workflows.
• Contribute to knowledge base articles and participate in departmental training and cross-training initiatives.

Additional Responsibilities

• Attend IT team meetings, training sessions, and site visits.
• Travel between Life Works and vendor locations as needed.
• Perform other duties as assigned.

QUALIFICATIONS

EDUCATION AND EXPERIENCE

• Minimum two (2) years of help desk, desktop support, or technical support experience required.
• Associate degree in Information Technology, Networking, Cybersecurity, Computer Science, or a related field (preferred).
• Relevant certifications such as CompTIA A+, Network+, ITF+, Microsoft Fundamentals, or…