What are the responsibilities and job description for the Technical Help Desk Specialist position at Turn2Partners?
Location: Austin, TX
The role is 9:00 AM - 5:00 PM (M-F) and on-site 5 days a week.
The IT Helpdesk Specialist II provides advanced technical support to end users across the organization, addressing hardware, software, cybersecurity, and network-related issues. This role works independently to diagnose and resolve complex technical problems and also serves as an escalation point for junior support staff. The Specialist ensures timely support across multiple locations, assists with IT administration, and collaborates with senior team members on departmental initiatives.
Essential Functions
- Responds to, evaluates, and prioritizes requests for assistance related to hardware, software, networking, and other technology systems.
- Provides advanced troubleshooting and independently resolves complex technical issues; escalates high-priority matters to specialized teams when required.
- Assists with network configuration and resolves connectivity problems.
- Installs, configures, and maintains computers, printers, peripherals, operating systems, and enterprise software applications.
- Performs diagnostics, coordinates repairs, and uses remote support tools to assist users in various locations.
- Delivers high-priority, executive-level support when needed, ensuring timely resolution of technology issues for senior staff.
- Serves as the IT lead for employee onboarding and offboarding, ensuring proper provisioning, de-provisioning, and equipment management.
- Manages organizational hardware and mobile devices, working with vendors as needed and maintaining accurate inventory and asset records.
- Creates, updates, and maintains technical documentation, processes, and knowledge base materials.
- Conducts user training sessions and develops supporting instructional materials to enhance technology adoption.
- Researches and recommends equipment, tools, and systems to meet operational needs; assists with procurement and vendor coordination.
- Provides after-hours and occasional weekend support as required; ability to travel periodically for business needs.
Salary : $100,000 - $110,000