Desktop Support- Austin TX
About The Position
TEKsystems is seeking a Desktop Support Technician to provide Tier 2 hardware and software support in a fast-paced enterprise environment. The role supports more than 1,500 end users across multiple locations and serves as an escalation point for Tier 1 support. The position is fully onsite five days per week in Austin, Texas, and is contract-to-hire. The technician supports end-user computing devices and operating systems, resolves incidents and service requests within defined service-level agreements, and provides high-touch support to executives and senior-level users. The role also involves equipment changes and deployment, remote-user configuration, asset tracking, documentation, onboarding, and collaboration with cross-functional IT teams while following ITIL change, incident, and problem management processes.
Requirements
- At least 2 years of Tier 2 technical support experience in Windows and Mac environments.
- Hands-on experience with Active Directory, Office 365, VPN, and ticketing systems.
- Experience with workstation imaging, refreshes, conference room support, and hardware deployment.
- Strong communication skills and a collaborative, customer-first attitude.
- Associate degree, certificate, or equivalent training in Computer Science or a related field.
- Ability to work fully onsite five days per week.
Nice To Haves
- Knowledge of ITIL processes.
- Experience writing knowledge base articles and contributing to automation initiatives.
- Mac/Apple OS support experience.
- Familiarity with audiovisual and conference room setups.
Responsibilities
- Provide Tier 2 support for laptops, desktops, printers, multifunction printers, and mobile devices.
- Respond to incidents and service requests in a ticketing system and resolve issues within defined SLAs.
- Reimage computers and hard drives according to company standards.
- Perform Move, Add, and Change functions, including equipment installation and decommissioning.
- Install, configure, and troubleshoot Windows and Mac operating systems, Microsoft Office, and internet browsers.
- Configure and support remote users, including VPN connectivity.
- Provide high-touch, business-aware support to executives and senior-level users.
- Partner with Active Directory, Networking, Security, and Service Desk teams.
- Maintain asset inventory and document troubleshooting procedures and knowledge base articles.
- Support new-hire onboarding and promote user adoption of new technologies.
- Follow ITIL change, incident, and problem management processes.
Benefits
- Medical, dental, and vision coverage, subject to eligibility.
- Critical illness, accident, and hospital coverage, subject to eligibility.
- 401(k) retirement plan with pre-tax and Roth post-tax contributions, subject to eligibility.
- Voluntary life and AD&D insurance for employees and dependents, subject to eligibility.
- Short- and long-term disability coverage, subject to eligibility.
- Health Spending Account (HSA), subject to eligibility.
- Transportation benefits, subject to eligibility.
- Employee Assistance Program, subject to eligibility.
- Time off and leave, including PTO, vacation, or sick leave, subject to eligibility.
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What This Job Offers
Career Level
Mid Level
Education Level
Associate degree
