Technical Support

Shree Narayani Networking Solutions•Austin, TX

15h•Onsite

About The Position

Provide onsite Tier 2 technical support for the Texas Department of Transportation (TxDOT) in Austin, Texas. The role supports hardware, software, operating systems, Microsoft 365 services, and end-user devices, and resolves complex incidents escalated from Level 1 support. The position also supports endpoint management, identity and access issues, technology deployments, and IT service management processes. The candidate must already live within 50 miles of Austin and be a U.S. citizen or Green Card holder. The stated maximum rate is $45 per hour CTC.

Requirements

At least 6 years of desktop or end-user support experience.
Experience supporting enterprise Windows environments and Microsoft 365 services.
Knowledge of Incident, Problem, and Change Management processes.
Experience with endpoint management, remote support tools, and troubleshooting complex technical issues.
Strong customer service, communication, documentation, and analytical skills.
Must already live within 50 miles of Austin, Texas.
Must be a U.S. citizen or Green Card holder.

Responsibilities

Provide Tier 2 technical support for hardware, software, operating systems, Microsoft 365 services, and end-user devices.
Troubleshoot and resolve complex incidents escalated from Level 1 support.
Support endpoint management, device compliance, software deployment, and Windows lifecycle activities.
Assist with identity, authentication, remote access, and access-related issues.
Perform root cause analysis and participate in incident, problem, and change management processes.
Create and maintain technical documentation, knowledge articles, and support procedures.
Identify opportunities for process improvement, automation, and operational efficiency.
Participate in technology deployments, testing, major incident response, and service improvement initiatives.
Serve as a technical mentor and escalation resource for Level 1 support staff.
Monitor and maintain service levels, customer satisfaction, and operational performance metrics.