Level 1 / Level 2 Helpdesk Technician (MSP) Austin, TX

Overview
Join our dynamic Managed Service Provider (MSP) team as a Level 1 / Level 2 Helpdesk Technician, where your technical expertise and customer service skills will drive exceptional IT support for a diverse range of clients. This energetic role offers the opportunity to troubleshoot, resolve, and escalate a variety of hardware and software issues, ensuring seamless IT operations across multiple environments. If you thrive in a fast-paced setting and are passionate about delivering top-tier support, this position is your chance to grow your career in a vibrant, tech-forward organization.

Responsibilities

• Provide first or second-level technical support via phone, email, and remote tools for end-users experiencing hardware, software, or network issues.
• Troubleshoot and resolve problems related to operating systems such as Windows and macOS, including software conflicts, system errors, and performance issues.
• Assist with computer management tasks including software installation, updates, configuration, and hardware troubleshooting.
• Support network infrastructure including LAN (Local Area Network), VPN (Virtual Private Network), DNS (Domain Name System), TCP/IP protocols, firewalls, and network devices like Meraki equipment.
• Manage Active Directory accounts, group policies (GPO), SCCM (System Center Configuration Manager), and Windows Server environments to ensure security and efficiency.
• Utilize ticketing systems such as HaloPSA, Jira, or BMC Remedy to document incidents accurately and follow through on resolution steps.
• Collaborate with team members to escalate complex issues to Level 3 support when necessary while maintaining clear communication with clients throughout the process.
• Assist with mobile device support across various platforms and help maintain IT infrastructure stability through routine checks and updates.

Requirements

• Proven experience in IT support or helpdesk roles with a focus on desktop support and troubleshooting.
• Strong knowledge of operating systems including Windows Windows 10/11, Server 2016/2022 and macOS environments.
• Familiarity with computer hardware components and management of peripherals such as printers, mobile devices, and workstations.
• Solid understanding of computer networking concepts including LAN/WAN architecture, TCP/IP protocols, DNS management, VPNs, firewalls, and network security best practices.
• Experience working with enterprise tools like SCCM, GPOs, Active Directory, Microsoft Office Suite, Microsoft Windows Server platforms.
• Ability to analyze technical issues quickly using analysis skills to identify root causes and implement effective solutions.
• Excellent communication skills with a customer-focused approach to problem-solving in high-pressure situations.
• Certifications such as CompTIA A+, Network+, Microsoft Certified Professional (MCP), or similar are advantageous but not mandatory. Embark on a rewarding journey supporting diverse IT environments while sharpening your technical skills in a collaborative setting that values innovation and proactive problem-solving!

Job Types: Full-time, Permanent

Pay: $38,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off

Work Location: In person