Help Desk Technician I - Information Technology

Lifeworks•Austin, TX

5d•Onsite

About The Position

LifeWorks of Austin, TX is looking for a Help Desk Technician I to join our Information Technology team! The Help Desk Technician I provides frontline technical support for LifeWorks employees and technology systems across multiple locations. This position supports end users, deploys and maintains technology equipment, assists with user account administration, and performs the day-to-day operational activities that keep agency technology running efficiently. The role is the primary point of contact for technical support requests and escalates advanced technical, security, and infrastructure issues to the Help Desk Technician II as appropriate. The position supports LifeWorks' transition to cloud-based technologies by assisting with Microsoft 365 and Microsoft Entra ID administration, device deployment, employee onboarding and offboarding, and asset management. This role is designed to manage recurring operational support activities, allowing senior technical staff to focus on infrastructure, security, and strategic projects.

Requirements

Minimum two (2) years of help desk, desktop support, or technical support experience required.
Knowledge of Windows, macOS, Microsoft 365, mobile devices, and common business applications.
Understanding of Microsoft Entra ID user administration and cloud-based identity management concepts.
Knowledge of basic networking concepts, including TCP/IP, DNS, DHCP, wireless connectivity, and printer connectivity.
Ability to diagnose and resolve routine technical issues while following established escalation procedures.
Ability to deploy, track, and maintain technology assets and inventory records.
Strong customer service orientation and ability to communicate effectively with technical and non-technical users.
Ability to manage multiple priorities while maintaining accurate documentation.
Ability to handle sensitive information in accordance with HIPAA, FERPA, cybersecurity, and agency security requirements.
Ability to adapt to changing technologies and support continuous improvement initiatives.

Nice To Haves

Associate degree in Information Technology, Networking, Cybersecurity, Computer Science, or a related field (preferred).
Relevant certifications such as CompTIA A+, Network+, ITF+, Microsoft Fundamentals, or similar (preferred)
Four (4) years of progressively responsible IT support experience may substitute for a degree.

Responsibilities

Respond to help desk tickets, phone calls, emails, and walk-up support requests in a timely and professional manner.
Troubleshoot hardware, software, printer, mobile device, and network connectivity issues.
Support company-owned Windows and macOS computers, mobile devices, tablets, printers, and peripherals.
Document support interactions, troubleshooting steps, and resolutions in the IT ticketing system.
Provide technical guidance and training to employees on agency-supported technology.
Escalate complex or advanced technical issues to the Help Desk Technician II or other resources as appropriate.
Assist with Microsoft 365 and Microsoft Entra ID user account administration, including provisioning, access management, and license assignment.
Perform password resets, account unlocks, and other basic access management functions.
Support employee onboarding and offboarding activities.
Follow least-privilege and need-to-know access principles to maintain HIPAA, FERPA, and agency compliance requirements.
Deploy, configure, track, recover, and retire technology assets using agency asset management systems (e.g., RefTab).
Assist with inventory audits, asset reconciliation, and lifecycle management activities.
Securely decommission equipment and follow data destruction procedures when required.
Ensure devices are properly labeled, documented, and asset-tagged.
Perform basic network troubleshooting, including connectivity, wireless access, and printer communication issues.
Assist with troubleshooting switches, firewalls, and other network-connected devices under the direction of senior IT staff.
Provide backup support for infrastructure-related tasks as needed.
Follow agency cybersecurity, privacy, HIPAA, FERPA, and access management requirements.
Report security incidents, suspicious activity, and technical risks following established procedures.
Follow established IT Standard Operating Procedures and maintain accurate documentation of support activities, asset records, and process workflows.
Contribute to knowledge base articles and participate in departmental training and cross-training initiatives.
Attend IT team meetings, training sessions, and site visits.
Travel between LifeWorks and vendor locations as needed.
Perform other duties as assigned.