Desktop Support

At Company, a dynamic and growing technology firm based in Austin, Texas, we're committed to delivering exceptional IT support that empowers our users and drives business success. We're looking for a dedicated Desktop Support professional to join our on-site team. This role offers a competitive pay rate of $25 per hour and presents excellent career development and advancement opportunities within a supportive work environment. If you are passionate about technology and enjoy solving complex hardware and software issues, this is your chance to grow your IT career in a vibrant city known for its innovation and tech community. Key Responsibilities Take ownership of user problems by proactively diagnosing and resolving hardware and software issues to ensure minimal downtime. Log all support calls accurately in the ServiceNow (SNOW) ticketing system, maintaining compliance with defined Service Level Agreements (SLAs). Respond promptly to client inquiries, providing clear guidance and solutions to technical problems. Escalate complex issues to specialized IT support teams when necessary, ensuring efficient problem resolution. Coordinate with external vendors and technical support staff to arrange repairs or replacements for hardware components. Maintain detailed documentation of support activities, contributing to knowledge base updates and process improvements. Assist in onboarding new employees by setting up desktops, software installations, and access permissions. Ensure compliance with company IT policies and security protocols during all support activities. What We're Looking For Required: Minimum 1-2 years of experience in desktop support or a related IT help desk role. Strong knowledge of Windows operating systems, Microsoft Office Suite, and common business software. Experience using ticketing systems such as ServiceNow (SNOW) or similar platforms. Excellent communication skills with a customer-focused attitude. Ability to troubleshoot hardware components including desktops, laptops, printers, and peripherals. High school diploma or equivalent; relevant IT certifications (e.g., CompTIA A+) are a plus. Preferred: Familiarity with Active Directory, VPNs, and remote desktop tools. Experience working in a fast-paced corporate IT environment. Strong organizational skills and ability to manage multiple tasks efficiently. Willingness to learn and grow professionally within the IT support field. What We Offer Competitive hourly pay at $25 per hour with potential for increases based on performance. Health insurance coverage to support your well-being. Paid time off to maintain a healthy work-life balance. Retirement plan options to help you plan for the future. Professional development opportunities including training and certification support. On-site work environment in the thriving tech hub of Austin, Texas. Collaborative team culture that values innovation and continuous improvement. Frequently Asked Questions Is this position remote or on-site? This is an on-site position based in Austin, Texas. Remote work is not eligible for this role. What are the typical work hours? The role follows standard business hours, Monday through Friday, with occasional flexibility as needed. What technical skills are essential for this role? Proficiency in Windows OS, Microsoft Office, hardware troubleshooting, and ticketing systems like ServiceNow are essential. Are there opportunities for career advancement? Yes, Company encourages career growth through training, certifications, and internal promotion opportunities. What is the application process? Candidates can apply directly through our website or job portal. Selected applicants will be contacted for an interview promptly. Is prior experience mandatory? While 1-2 years of desktop support experience is required, we also value your willingness to learn and grow. According to the U.S. Bureau of Labor Statistics, the median hourly wage for computer user support specialists in Texas is approximatel