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Robert Half Logo Robert Half · IT - Administration

Help Desk Technician

United States, Austin · Job Posted June 29, 2026
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Job Description

We are looking for a customer-focused Help Desk Technician to deliver advanced technical support for employees in a manufacturing environment based in Austin, Texas. This long-term contract position is ideal for someone who can handle escalated support issues, investigate underlying causes, and restore service across devices, applications, and core workplace technologies. The role requires a balance of hands-on troubleshooting, clear communication, and a strong commitment to maintaining a reliable end-user experience.

Job Responsibility

  • Resolve escalated support requests by diagnosing and addressing more advanced hardware, software, account, and connectivity issues that move beyond first-level support
  • Investigate recurring technical problems to determine root causes and implement lasting solutions that improve service stability
  • Manage incidents and service requests through the full ticket lifecycle while meeting established response times and business priorities
  • Partner with senior technical teams and external providers when specialized expertise is needed to restore service or address ongoing problems
  • Configure, deploy, and support endpoint devices, including Windows computers, macOS systems, and mobile equipment used across the organization
  • Administer and troubleshoot workplace technologies such as Microsoft 365, identity and access tools, and collaboration platforms to keep users productive
  • Create and maintain accurate support documentation, including ticket details, resolution steps, and knowledge resources for future reference
  • Identify service trends and recommend workflow improvements, preventive actions, or automation opportunities to reduce repeat incidents
  • Assist with employee onboarding and offboarding by preparing devices, assigning access, and ensuring account changes follow security requirements
  • Provide day-to-day guidance to entry-level support staff and communicate clearly with users and stakeholders on issue status and next steps

Requirements

  • 3+ years of experience in IT support, desktop support, or service desk environments, with exposure to Tier 2 issue resolution
  • Demonstrated ability to troubleshoot Windows 10/11, Microsoft Windows environments, macOS systems, and common enterprise applications
  • Hands-on experience supporting Active Directory or Azure AD/Entra ID for user access, authentication, and account administration
  • Familiarity with Microsoft 365 services, including tools used for email, collaboration, file sharing, and communication
  • Experience working with endpoint management solutions and device support processes for desktops, laptops, and mobile devices
  • Working knowledge of core networking concepts such as IP connectivity, wireless access, DNS, DHCP, and general network troubleshooting
  • Background using ticketing systems to document, prioritize, and resolve service desk tickets in a structured support environment
  • Strong communication, organization, and multitasking skills with the ability to maintain a high level of customer service in a fast-paced setting

What we offer

  • medical
  • vision
  • dental
  • life and disability insurance
  • 401(k) plan
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