Help Desk Technician

***This role is located in our Denton, TX office - this is NOT a remote position***

***Applicants must be authorized to work for ANY employer in the U.S.0 0 We are unable to sponsor or take over sponsorship of an employment Visa at this time.***

If this describes you - We need to talk!

While you sometimes move too quickly, do you enjoy "spinning plates" and thrive in an environment with lots of moving parts?0 Are you a detail oriented perfectionist who gets the job done?0 Are you energetic and like variety when it comes to doing multiple tasks? Is your communication loaded with details and delivered in quick bursts?00Are you an optimistic person that has a naturally persuasive style?00

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At Austin Lane the Help Desk Technician provides frontline technical support for managed services clients by responding to and resolving service tickets. This role focuses on troubleshooting technical issues, assisting end users, and ensuring timely resolution while delivering excellent customer service.

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Responsibilities and Duties

• Respond to IT support tickets in a timely and professional manner.
• Diagnose and resolve hardware, software, networking, and user-access issues.
• Provide support both remotely and in person.
• Properly document issues, root causes, and resolutions within the IT Helpdesk tracking system.
• Set up, configure, and deploy computers, printers, scanners, and mobile devices.
• Install and configure Windows OS, Microsoft Office 365, Teams, and business applications.

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Qualifications and Skills

• 3-5 years of technical experience in help desk customer support.
• CompTIA A+ Certification required
• Knowledge of computer operating procedures, network protocols, system software products and applications and multi-vendor environments
• Knowledge of multiple backup technologies including Tape/Disk/Cloud and understanding on use cases each may be applied
• Familiarity with ticketing systems and remote support tools.
• Strong troubleshooting, communication, and customer service skills.
• Ability to manage multiple tickets and prioritize workload effectively.
• Windows operating systems: 10/11, Server 2016, 2019, 2022
• Microsoft Exchange 2016, 2019
• Microsoft Office 2019/365
• Microsoft Cloud Solutions such as Azure, Microsoft 365, Intune, EntraID
• Wireless Infrastructure
• Virtualization, Hyper-V/VMWare, ESXI
• Cyber Security Hardening Techniques & Best Practices