Tier 1/2/3 Support Specialist in Austin, TX

Location: Austin, TX

Duration: 2+ Years

Required Experience

• Experience providing enterprise help-desk, service-desk, desktop, or end-user technical support.
• Experience troubleshooting Windows-based desktops, laptops, applications, and peripherals.
• Experience supporting user accounts, passwords, authentication, and access issues.
• Experience using enterprise ticketing or ITSM systems.
• Experience providing remote technical support.
• Knowledge of incident, service-request, and escalation processes.
• Strong customer-service and technical communication skills.
• Ability to diagnose issues, document troubleshooting activities, and follow established support procedures.
• Experience supporting enterprise or public-sector customers preferred.

Required Skills

• Service Desk Support
• End-User Technical Support
• Hardware and Software Troubleshooting
• Ticket Management
• Incident and Request Management
• Password and Access Support
• Remote Support
• Windows Desktop Support
• Microsoft 365 Support
• Active Directory / Entra ID Support
• Desktop and Peripheral Support
• Basic Network Troubleshooting
• Escalation Management
• Technical Documentation
• Knowledge Management
• Customer Service

Education

Associate's or bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field preferred. Relevant technical training and professional experience may be considered in lieu of a degree.

Certifications

• CompTIA A+ preferred
• ITIL Foundation preferred
• HDI certification preferred
• Microsoft or other relevant technical certifications preferred
• Additional customer-specified certifications may be required depending on the assigned work order.

Tools/Technologies

Enterprise ITSM/ticketing platforms, Microsoft Windows, Microsoft 365, Active Directory, Microsoft Entra ID, remote-support tools, endpoint-management tools, knowledge-management platforms, desktop hardware, peripherals, VPN, and standard enterprise productivity applications.