Desktop Support Technician at Air InfoSec

Job description

This is an onsite role; only local candidates will be considered. The Desktop Support Technician will support the Texas Department of Transportation (TxDOT). This role sits within TxDOT’s Infrastructure division and provides Tier 2 technical support for hardware, software, operating systems, Microsoft 365 services, and end-user devices. The technician will resolve complex incidents escalated from Level 1 support and take part in incident, problem, and change management processes. Additional duties include supporting endpoint management, software deployment, and Windows lifecycle activities while maintaining technical documentation and support procedures. The role also serves as a technical mentor and escalation resource for Level 1 support staff. Responsibilities Provide Tier 2 technical support for hardware, software, operating systems, Microsoft 365 services, and end-user devices. Troubleshoot and resolve complex incidents escalated from Level 1 support. Support endpoint management, device compliance, software deployment, and Windows lifecycle activities. Assist with identity, authentication, remote access, and access-related issues. Perform root cause analysis and participate in incident, problem, and change management processes. Create and maintain technical documentation, knowledge articles, and support procedures. Identify opportunities for process improvement, automation, and operational efficiency. Participate in technology deployments, testing, major incident response, and service improvement initiatives. Serve as a technical mentor and escalation resource for Level 1 support staff. Monitor and maintain service levels, customer satisfaction, and operational performance metrics. Requirements Minimum Qualifications - Candidates must meet all minimum qualifications 6 years of desktop or end-user support experience. 6 years of experience supporting enterprise Windows environments and Microsoft 365 services. 6 years of knowledge of Incident, Problem, and Change Management processes. 6 years of experience with endpoint management, remote support tools, and troubleshooting complex technical issues. 6 years of demonstrated customer service, communication, documentation, and analytical skills. Preferred Qualifications Experience with one or more Texas State agencies. Additional Requirements Candidates must reside within 50 miles of the Austin, Texas work location. Candidates must be authorized to work in the United States. Work Location and Schedule Location: TxDOT Offices, 6230 E Stassney Ln, Austin, TX 78744. Schedule: 8:00 AM–5:00 PM. Work Arrangement: Onsite 4–5 days per week.

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Platform: zoho-recruit
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