Job Title: Service Desk Technician II
Job Type: Contract To Hire
Job Location: Hybrid
Overview
The Service Desk Technician II serves on the front line of daily client support, providing fast, efficient, and effective resolution to more advanced technical support requests. This position handles Tier 2 issues including application support, outage resolution, hardware and software troubleshooting, networking issues, and advanced service desk requests requiring IT involvement.
This is a hybrid field and remote support role based in the Austin, TX area.
Key Responsibilities
• Provide excellent customer service and communicate clearly with both technical and non-technical users.
• Follow established support processes, procedures, and service guidelines.
• Provide Tier 2 support for hardware, software applications, networking, and related technical issues.
• Log, diagnose, troubleshoot, repair, and communicate reported problems through resolution.
• Troubleshoot advanced application, infrastructure, connectivity, and user support issues.
• Diagnose and escalate complex technical issues to senior technical staff and other appropriate teams.
• Provide remote service desk support as well as onsite support at client locations.
• Participate in on-call responsibilities that may include both remote and onsite support.
• Accurately document technical issues, troubleshooting steps, processes, and resolutions.
• Continuously develop new technical skills and expand knowledge of supported technologies.
Experience & Qualifications
• Minimum of 3 years of IT industry experience, specifically supporting Microsoft-based environments.
• Strong technical knowledge of SMB networks, infrastructure, hardware, and related technology.
• Demonstrated experience providing Tier 2 or advanced service desk support.
• Knowledge of standard help desk/service desk support methods and procedures.
• Strong troubleshooting, problem-solving, and critical-thinking skills.
• Ability to clearly and concisely document technical processes, issues, and resolutions.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities and respond to issues with an appropriate sense of urgency.
• Ability to work effectively both independently and as part of a technical team.
• Self-motivated, dependable, and responsive to customers and management.
• Strong organizational skills and attention to detail.
• Experience with ticketing and/or time-tracking systems preferred.
• Strong ability to build productive, positive relationships with customers.
Additional Role Requirements
• Must be based in the Austin, TX area.
• This is a hybrid position consisting of remote service desk and ticket support, as well as travel to customer locations throughout the Austin area for onsite technical support.
• Ability to maintain a quiet, confidential home office environment suitable for remote technical support.
• Ability to travel to the San Antonio area approximately once per week.
• Reliable transportation and a valid driver's license are required.
• Flexibility to participate in on-call support responsibilities when needed.
Benefits
• 12 days of accrued vacation during the first year.
• 6 days of sick time.
• 8 hours of volunteer time.
• Medical, dental, and vision options with fully covered employee coverage available.
• Company-paid life insurance, short-term disability, and long-term disability.
• Professional development planning and opportunities.
• 401(k) with company match.
• Profit-sharing program.
About the Opportunity
This role is with an established technology services organization that provides IT consulting, managed services, infrastructure, and technical support to small and mid-sized businesses.
The organization supports customers with both single and multi-location environments and provides employees with exposure to a wide variety of technologies, customer environments, infrastructure, and technical challenges.
The projected hourly range for this position is $30 to $33.
On-Demand Group (ODG) provides employee benefits which includes healthcare, dental, and vision insurance. ODG is an equal opportunity employer that does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, disability, or any other characteristic protected by law.
