IT Helpdesk Administrator

Swap•Austin, TX

About The Position

The IT Helpdesk Engineer provides first-line and second-line technical support to users across the organization, ensuring fast and effective resolution of IT incidents and requests. This role involves troubleshooting hardware, software, and network issues, maintaining IT assets, managing user accounts, and escalating complex issues when required. The ideal candidate has a strong technical foundation, customer-first mindset, and thrives in a dynamic, fast-paced environment.

Requirements

3–4 years of experience in IT support, helpdesk, or systems administration roles.
Strong understanding of Windows 10/11, macOS, and networking fundamentals (DNS, DHCP, Wi-Fi troubleshooting).
Experience with user management tools such as JumpCloud and Google Workspace.
Familiarity with ticketing systems including Zendesk and Linear.
Hands-on experience supporting security tools such as SentinelOne, MFA solutions, and VPN configurations.
Excellent problem-solving and customer-service skills with strong attention to detail.
Ability to manage multiple priorities and communicate effectively with both technical and non-technical staff.

Nice To Haves

Basic scripting or automation experience (PowerShell, Bash, or Python).
Exposure to cloud and SaaS ecosystems (Google Cloud, AWS, or Azure).
Knowledge of IT asset management and endpoint security best practices.
Certifications such as CompTIA A+, ITIL Foundation, or Google IT Support Professional.

Responsibilities

Serve as the first point of contact for IT support via email, chat, ticketing system, or phone.
Diagnose and resolve technical issues related to Windows, macOS, and mobile devices.
Support users across productivity platforms such as Google Workspace, Slack, and standard office applications.
Troubleshoot hardware, printer, and peripheral connectivity issues.
Manage user accounts, permissions, and security groups using JumpCloud and Google Workspace Admin Console.
Assist in the setup, configuration, and maintenance of laptops, desktops, and other company devices.
Escalate unresolved or complex incidents to senior engineers or relevant vendors.
Maintain accurate ticket documentation in Zendesk and Linear.
Ensure adherence to IT security policies and compliance standards.
Support onboarding and offboarding processes, including device preparation and account provisioning.
Contribute to improving IT processes, documentation, and internal knowledge base articles.