Level 2 IT Support Specialist, Austin, TX (Onsite)
Job Description
Level 2 IT Support Specialist
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Austin, TX (Onsite)
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Phone + Video
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Job description:
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Responsibilities:
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The Level 2 IT Support Specialist provides advanced technical assistance to end users by resolving escalated issues involving hardware, software, networks, and servers.
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Responsibilities include diagnosing and repairing desktops, laptops, printers, and peripherals; performing preventive maintenance; interpreting technical manuals and diagnostic tools; responding to support requests via phone, email, remote tools, and in person; documenting incidents and resolutions; tracking tickets to ensure timely completion; supporting operating systems, configuration management tools, development tools, testing tools, and shared software; assisting with system changes, upgrades, and new product implementations; delivering clear communication and status updates; supporting users with printing, installation, email, word processing, and general application usage; applying ITSM processes; and ensuring compliance with EIR Accessibility protocols and assistive technologies. Support may be provided onsite, remotely, or over the phone, and the specialist must work effectively in a team environment.
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Minimum Qualifications:
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• 4–7 years of experience providing help desk or desktop support
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• 4–7 years’ experience troubleshooting hardware, software, and peripheral issues
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• 4–7 years of extensive experience using help desk software, ticketing systems, databases, and remote support tools
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• 4–7 years of previous experience diagnosing and repairing desktops, laptops, printers, and related equipment
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• 4–7 years of experience interpreting technical manuals, gauges, meters, and diagnostic tools
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• 4–7 years of experience supporting operating systems, shared software, and configuration management tools
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• 4–7 years of experience applying ITSM practices for incident management and escalation
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• 4–7 years of experience providing technical support via phone, email, remote access, and in person
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Preferred Qualifications:
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• 4–7 years of previous experience supporting enterprise environments with network, desktop, and server troubleshooting
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• 4–7 years of knowledge of EIR Accessibility requirements and assistive technologies
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• 4–7 years of previous experience communicating technical information to non‑technical users
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• 4–7 years of previous experience supporting system upgrades, changes, and new product implementations.