IT Desktop Support Specialist

Role Title: IT Desktop Support Specialist

Job Type: Full Time

Base Salary: $60k - $68k / per year

Benefits: Health, Vision, Dental, 401(k)

Office Status: Fully Onsite in Austin, TX

Must-Have Technologies:

• Windows 10/11
• macOS
• Office 365
• Active Directory
• VPN
• Mobile Device Management (MDM)
• ITSM tools (e.g., Fresh Service)
• Network fundamentals (TCP/IP, DNS, DHCP, Wi-Fi)

Responsibilities:

• Provide second-level technical support for desktops, laptops, printers, and mobile devices
• Resolve issues escalated from Level 1 support
• Mentor Tier 1 technicians and assist with ticket triaging and prioritization
• Create and maintain knowledge base articles
• Document technical procedures and resolutions in a ticketing system
• Install, configure, and maintain operating systems and enterprise applications
• Provide remote and in-person support via VPN and remote tools
• Perform system updates, patches, and security compliance checks
• Assist with imaging, setup, and inventory management of IT assets
• Collaborate with IT teams on process improvements and system optimization
• Train end-users on software and IT policies
• Participate in office relocations, new setups, and infrastructure upgrades
• Coordinate desktop setups, including network cabling and hardware deployment
• Other duties as assigned

Qualifications:

• 2+ years in desktop support or helpdesk roles
• Strong knowledge of Windows, macOS, Office 365, and Active Directory
• Network troubleshooting experience
• Familiarity with ITSM tools
• Basic cybersecurity knowledge
• Experience with office IT setups and moves
• Excellent problem-solving and customer service skills
• Ability to work independently in a fast-paced environment
• Preferred certifications: CompTIA A+, Microsoft 365 Certified, ITIL Foundation

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.