IT Help Desk

American Innovations • Austin, TX

1d • Onsite

About The Position

American Innovations protects people and the environment by providing proven compliance solutions to oil and gas professionals from the field to the office. More than 30 years of experience drives innovative solutions that address the need for efficient data collection, reporting, and analysis – an integrated family of hardware, software and professional services backed by relentless customer service. This role is a Helpdesk-first position with light Systems Administration duties. The individual will act as a single-contact resolver for most incidents and requests, emphasizing customer service, deskside support, and clear communication. The role involves working from a ticket queue, documenting fixes, and meeting Service Level Agreement (SLA) expectations while partnering with senior engineers for escalations and change-controlled work. The position is in-office, Monday through Friday.

Requirements

• 3+ years in Helpdesk/Desktop Support (Helpdesk-first focus).
• Proven customer service skills and experience delivering deskside support; excellent verbal/written communication and time management.
• Hands-on Windows imaging experience with WDS or similar (MDT/Autopilot acceptable).
• Daily admin experience with Microsoft 365 & Entra ID (user lifecycle, licensing, groups).
• Working knowledge of Exchange Online admin and Outlook troubleshooting.
• Intune experience: device enrollment, compliance, config profiles, and Win32 app deployment.
• Active Directory basics: users/groups/OUs, passwords/unlocks, basic GPO; DNS/DHCP fundamentals.
• Documentation mindset: writes clear tickets and updates SOPs/runbooks.
• Eligible to work in the US (visa sponsorship is not provided).
• Must be able to pass a pre-employment background and drug test.

Nice To Haves

• Jamf or Intune macOS management exposure (ABM/DEP, profiles, patching).
• Windows Server care-and-feeding, light VMware vSphere or Proxmox exposure (provisioning/snapshots/backups).
• Security tooling familiarity: Crowdstrike; patch policy workflows via Pulseway RMM.
• Asset/Inventory tools such as Ocs Inventory.
• Basic networking: VLAN/DHCP/DNS client-side, VPN support.
• PowerShell for routine admin automation.

Responsibilities

• Own end-user support across Windows 10/11 laptops/desktops; provide deskside service and remote assistance.
• Triage, resolve, and document issues as the single point of contact; maintain queue health and meet SLAs.
• Provision and image devices using WDS/MDT/Autopilot (or equivalent); manage drivers and post-image setup.
• Administer Microsoft 365 & Entra ID (user lifecycle, licensing, groups, MFA/CA basics).
• Perform routine Exchange Online tasks (shared mailboxes, aliases, transport rules) and Outlook client remediation.
• Manage endpoints with Microsoft Intune: compliance policies, config profiles, Win32 app packaging, and basic remediation scripts.
• Operate within Znuny/OTRS for ticketing and Pulseway RMM for patch/monitoring; follow SOPs/runbooks and contribute improvements.
• Coordinate with senior engineers on server/infra work (AD/DNS/DHCP/File Services, VMware/Proxmox) when needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed