Helpdesk Associate

Description

About the Role

Scale Computing is looking for a Helpdesk Associate to join our Infrastructure/Helpdesk team in Austin, TX. This is a hands-on opportunity for an IT professional who enjoys solving problems, supporting users, and building their technical skills across systems administration and infrastructure.

You’ll work alongside the IT Manager and senior team members to support our internal systems, end-user environments, and IT infrastructure. You’ll follow established processes and use approved tools to troubleshoot issues, monitor system health, maintain endpoints, support user access, and help keep our environment secure and reliable.

This is a great role for someone with a strong technical foundation who is eager to learn. You don’t need to know everything on day one—we’re looking for someone who is dependable, curious, organized, collaborative, and ready to grow.

What You’ll Do

· Resolve Help Desk tickets through Jira Service Management, meeting established SLAs and providing a positive user experience.

· Troubleshoot hardware, software, operating system, and connectivity issues across Windows, macOS, and Linux environments.

· Support employee onboarding and offboarding, including account setup, deactivation, permissions, and MFA.

· Administer user accounts and access through platforms such as JumpCloud and Google Workspace under senior team guidance.

· Manage device inventory and assist with workstation imaging, setup, deployment, and maintenance.

· Provide basic LAN and Wi-Fi troubleshooting and support day-to-day monitoring of UniFi-managed wireless infrastructure.

· Support internal phone systems, including Dialpad, and office access control systems, including Brivo.

· Monitor system and network health using existing tools such as Elastic Cloud and respond to alerts according to established runbooks.

· Apply operating system, application, and software patches according to established schedules and procedures.

· Assist with backup and disaster recovery procedures, including backup verification and restore testing.

· Follow security best practices and assist with security issues identified through tools such as SentinelOne and KnowBe4.

· Support ongoing compliance activities, including PCI-DSS and SOC 2 evidence collection.

· Maintain accurate technical documentation, system procedures, and standard operating procedures.

· Help maintain existing automation and workflows, such as Zapier, for recurring IT tasks.

· Support the IT Manager and senior team members with internal IT projects and technology initiatives.

· Escalate complex issues appropriately and communicate blockers promptly.

· Identify opportunities to improve system reliability, efficiency, and the end-user experience.

Requirements

What we're looking for

· Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

· 2+ years of experience in IT support or system administration.

· Working knowledge of Windows, macOS, and Linux.

· Strong troubleshooting and problem-solving skills.

· Basic understanding of networking fundamentals, including LAN/WAN, switches, routers, firewalls, DNS, and Wi-Fi.

· General awareness of IT security and compliance concepts.

· Strong written and verbal communication skills.

· High standards for accuracy, consistency, and quality.

· Ability to work effectively as part of a collaborative team.

· Willingness to learn new technologies and pursue relevant industry certifications.

· Flexibility to provide occasional off-hours support when needed.

Preferred

· Bachelor’s degree in Computer Science, Information Technology, or a related field.

· 3–5 years of system administration or IT support experience.

· Experience with Elastic Cloud or similar monitoring and logging platforms.

· Basic scripting experience with Python and/or Bash.

· Familiarity with Jira, Confluence, JumpCloud, MFA platforms, and Google Workspace.

· Exposure to Windows Server, Active Directory, and Group Policy.

· Experience with endpoint management, patching, backup, or disaster recovery.

· Interest in identifying and automating repetitive tasks.

· CompTIA Security+, Network+, or similar certification.

· Experience with compliance frameworks such as PCI-DSS, SOC 2, HIPAA, or CIS Controls.

Perks of Scale Computing

· Health benefits starting on the first of the month following date of hire

· Casual dress code

· Fully stocked break room

· Paid company holidays

· Discretionary time off policy

· Flexible work environment and an opportunity to grow as we grow

Scale Computing is a global business with offices around the world, thousands of customers, and countless applications running on our industry-leading platforms. We enjoy this success because we have made a conscious effort to build this company by hiring amazing people. Scale Computing was founded on the belief that transparency and collaboration create a culture of ownership, success, and empowerment; more empowered employees are more productive employees. At Scale, we build empowerment through diversity and our core values of the V.O.I.C.E. of the Customer.

Scale Computing is an equal-opportunity employer. All final candidates will be subject to a pre-employment background check.