Help Desk Technician I - Information Technology

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.

This full time, non-exempt position earns a competitive rate ranging from $25.64 - $36.25 hourly depending upon experience. Benefits are also included, which consist of 24 PTO days per year (accrued); 11 paid holidays per year; a premium-free employee medical plan with $100 per month HSA contribution (plus other affordable employee or family medical, dental, and vision options!); a retirement savings plan with 50% match on the first 6% of contributions, and much more!

RESPONSIBILITIES

User Support & Customer Service

• 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.

Identity & Access Administration

• 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.

Asset Management & Technology Deployment

• 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.

Network & Infrastructure Support

• 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.

Security, Compliance, & Documentation

• 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.

Additional Responsibilities

• Attend IT team meetings, training sessions, and site visits.
• Travel between LifeWorks and vendor locations as needed.
• Perform other duties as assigned.

QUALIFICATIONS

EDUCATION AND EXPERIENCE

• Minimum two (2) years of help desk, desktop support, or technical support experience required.
• 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) or;
• Four (4) years of progressively responsible IT support experience may substitute for a degree.

KNOWLEDGE, SKILLS, AND ABILITIES

• 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.

CORE COMPETENCIES

• Customer Focus – Builds strong relationships with internal customers and delivers responsive, service-oriented support.
• Communication – Communicates technical information clearly and effectively to technical and non-technical users.
• Problem Solving – Identifies issues, troubleshoots effectively, and implements appropriate solutions within established procedures.
• Accountability – Takes ownership of assigned work, follows through on commitments, and maintains accurate documentation.
• Adaptability – Adjusts to changing priorities, technologies, and organizational needs.
• Teamwork – Collaborates effectively with coworkers and contributes to shared departmental goals.
• Continuous Learning – Demonstrates curiosity and commitment to expanding technical knowledge and skills.

ABOUT LIFEWORKS
With more than 50 years of experience working with youth experiencing homelessness, youth aging out of foster care, young adults, and young parents, LifeWorks is committed to solving youth homelessness through housing, mental health, education, and workforce services. Our vision is a Central Texas where every young person has a place to call home, a sense of belonging, and the support to pursue a life they love.  

We provide a full range of support services for vulnerable youth, ensuring that every young person has access to a safe home, the chance to heal, and opportunities to learn and work. Through innovative problem-solving, shared accountability, and evidence-based solutions, we are relentless in achieving real, sustainable, and measurable results for the clients we serve.  

A career at LifeWorks offers opportunities to grow professionally while making an immediate, lasting impact on the lives of youth and families in our community. Join us in building a future where every young person has the stability and support to thrive.