IT Support Technician – 6 month contract with opportunity to convert to FTE
Location: South Austin
Schedule: Hybrid – four days onsite and one day remote
Position Overview
We are seeking a motivated, customer-focused IT Support Technician to join a collaborative service desk team supporting approximately 1,100 users across office, warehouse, and international locations. This is an excellent opportunity for an entry-level candidate or someone early in their IT career who wants to build hands-on technical experience. Extensive professional experience is not required. The ideal candidate will bring foundational IT knowledge, a proactive attitude, strong customer service skills, and a genuine willingness to learn. Training will be provided through shadowing and focused exposure to specific support areas before responsibilities are gradually expanded.
Key Responsibilities
- Provide Tier 1 and basic Tier 2 technical support through Zendesk, phone, email, remote support tools, and in-person walk-ups.
- Proactively select and take ownership of tickets from a shared service desk queue.
- Troubleshoot common hardware, software, account access, connectivity, printer, and peripheral issues.
- Configure and deploy Windows and Mac laptops for new and existing employees.
- Prepare equipment before employee start dates to support a smooth onboarding experience.
- Assist with employee onboarding and offboarding, including account setup, device provisioning, access changes, and equipment recovery.
- Support password resets and basic user account administration.
- Assist with backing up, reimaging, reloading, and restoring computers.
- Provide hands-on support to office and warehouse employees with varying levels of technical knowledge.
- Document troubleshooting steps and resolutions in Zendesk.
- Escalate more complex issues to senior service desk, systems, or network team members.
- Assist with hardware inventory, provisioning, procurement, and equipment lifecycle activities.
- Learn additional technologies and support responsibilities as experience grows.
Work Environment
- Approximately 1,100 users across multiple locations
- Approximately 80% U.S.-based and 20% international users
- Office and warehouse environments
- Mixed Windows and macOS environment, including approximately 75–80 Mac devices
- Zendesk ticketing system
- High-volume shared ticket queue, averaging approximately 30–40 incoming tickets per day
- In-person walk-up support
- Collaborative service desk and infrastructure team
Qualifications
- Foundational understanding of computers, operating systems, hardware, software, and basic troubleshooting.
- Familiarity with Windows environments; exposure to macOS is helpful but not required.
- Strong interest in beginning or developing a career in IT support.
- Proactive approach and willingness to take ownership of work without waiting for tasks to be directly assigned.
- Strong customer service, communication, organization, and time-management skills.
- Ability to learn new technologies and apply feedback.
- Comfort working in a fast-paced environment with a high volume of tickets and walk-up requests.
- Ability to work onsite in South Austin four days per week.
Preferred Qualifications
- Degree or coursework in Computer Science, Information Technology, or a related field.
- Relevant Microsoft, CompTIA, or other entry-level IT certifications.
- Internship, school-based, volunteer, or professional experience providing technical support.
- Exposure to Microsoft 365, Active Directory, ticketing systems, remote-support tools, or endpoint management.
- Basic experience configuring, imaging, or deploying laptops.
- Familiarity with user onboarding, device provisioning, or basic network troubleshooting.
Training and Development:
The selected candidate will receive hands-on training through shadowing experienced team members. Initially, the technician will focus on one or two support areas until they are comfortable handling them independently. Additional responsibilities and technologies will be introduced gradually as the individual develops their skills.
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