Help Desk 1

Position Overview

Texas Department of Information Resources is seeking Help Desk 1 candidates for an IT staffing engagement. In this full‐time role, you will provide entry-level help desk support by troubleshooting technical issues, performing hardware and software support, and assisting with IT operational tasks for approximately 200 users. The primary work location is at 300 W. 15th Street, Suite 1300, Austin, Texas. You must reside in the 48 contiguous states and have access to a vehicle as work may span multiple sites in Austin. Estimated total hours are 1,936, with any overtime compensated at the quoted hourly rate.

Key Responsibilities

• Provide technical support for approximately 200 users by troubleshooting hardware, software, and network issues.
• Assist in managing IT support tickets and ensure timely resolution of user issues.
• Collaborate with senior IT staff to perform IT operational tasks and maintenance activities.
• Support tasks such as password resets, VPN troubleshooting, computer moves, and device reimaging.
• Follow defined escalation procedures and maintain documentation of support activities.

Required Qualifications

• Proficiency in Windows 10 Administration, including updates, driver installation, and Group Policy management.
• Experience with network connectivity (wireless and wired), Active Directory Administration, and customer service (verbal and written).
• Familiarity with hardware components, office software, and managing support tickets.
• Hands-on experience with password resets, VPN troubleshooting, hardware/computer moves, reimaging laptops, and SharePoint user access administration.
• Ability to create guest accounts in Azure, handle Office 365 user administration, and manage Outlook settings.
• Experience with cell phone procurement, iOS/Android troubleshooting, vendor coordination for repairs, and basic hardware replacement (e.g., hard drives, memory upgrades).
• Familiarity with printer management, Active Directory user account management, network port patching/activation, and inventory management.