What are the responsibilities and job description for the Help Desk Support Specialist position at StaffingAI?
Help Desk Support Specialist (CIRA / TAC)
About the Role
The County Information Resources Agency (CIRA), a division of the Texas Association of Counties (TAC), is seeking a Help Desk Support Specialist to provide essential technical and customer support to our external customers.
In this role, you will serve as the front-line IT support, ensuring users have seamless access to email, web services, and other critical applications. You’ll work closely with customers to troubleshoot issues, manage Office 365 environments, and support a variety of web-based platforms.
This is a great opportunity for someone who enjoys problem-solving, customer interaction, and working with modern cloud technologies in a collaborative environment.
Key Responsibilities
- Provide timely and professional technical support via phone, email, and help desk ticketing system
- Troubleshoot and resolve issues related to CIRA and TAC products and services
- Log, track, and manage support tickets, ensuring timely resolution and customer satisfaction
- Escalate complex issues as needed and monitor progress through resolution
- Administer and support Microsoft Office 365, with a focus on Exchange Online
- Manage user accounts, including access provisioning, password resets, and login troubleshooting
- Support customer website updates, including content postings and issue resolution
- Assist with additional systems such as community message boards and learning management systems
- Maintain accurate documentation of support activities and generate reports on trends and metrics
- Contribute to knowledge base articles and user guides to promote self-service
- Educate customers on effective use of systems and tools
- Participate in special projects to improve service delivery and support processes
Qualifications
Required:
- Minimum 1 year of help desk or IT support experience
- Experience providing technical troubleshooting and customer support
- Hands-on experience with Microsoft Office 365 administration (Exchange Online preferred)
- Strong communication and customer service skills
Preferred:
- Associate’s degree in Computer Science, Information Technology, or related field
- OR High School diploma/GED with 3–5 years of relevant IT experience
- Experience with:
- Email troubleshooting (spam, DNS, mail flow)
- Website content management
- Learning management systems or similar platforms
Skills & Competencies
- Strong analytical and problem-solving abilities
- Excellent attention to detail and documentation skills
- Professional and customer-focused communication style
- Ability to prioritize and manage multiple tasks effectively
- Proficiency with Microsoft Office (Word, Excel, PowerPoint, Office 365)
- Ability to analyze data and generate reports
Work Environment
- Location: Austin, TX
- Work Arrangement: Hybrid (telework available)
- Free: Parking