Technical Support Specialist

We are seeking a hands-on technical resource to join our team in South Austin, TX, to work on-site. This role includes help desk and application support as core responsibilities, while also contributing to broader technical needs beyond end-user support. The ideal candidate is comfortable troubleshooting issues, supporting business applications and systems, partnering with both business and technical teams, and contributing to technical initiatives such as documentation, automation, integration support, and process improvement.

Key Responsibilities

• Provide onsite help desk support for end users, resolving hardware/software and access-related issues.
• Troubleshoot and support business applications and internal systems, escalating appropriately and tracking issues through resolution.
• Assist with application support activities, including incident response, root-cause analysis, and coordination with technical teams/vendors.
• Support operational technology needs beyond the help desk as they arise (e.g., systems support, basic admin tasks, coordination, follow-ups).
• Contribute to technical documentation, knowledge base articles, SOPs, and process guides to improve support efficiency.
• Participate in or support technical initiatives such as workflow automation, integrations, and tool improvements.
• Communicate clearly with business users to gather requirements, explain solutions, and ensure timely updates.
• Identify recurring issues and recommend process improvements to reduce incidents and improve user experience.

Requirements

• Experience in help desk / end-user technical support and troubleshooting.
• Experience supporting business applications (triage, issue reproduction, resolution coordination).
• Strong problem-solving skills and ability to work independently in an onsite environment.
• Ability to communicate effectively with both non-technical users and technical teams.
• Ability to create and maintain technical documentation (knowledge management mindset).

Preferred 

• Exposure to AI tools, integrations, scripting, or automation (even at a basic/intermediate level).
• Experience working within ITSM tools (ticketing, SLAs, documentation workflows).
• Experience supporting development or technical initiatives (QA support, release support, change documentation).
• Familiarity with process improvement practices and operational support models.