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Help Desk SupportCatapult Solutions Group • Austin, TX, US
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Help Desk Support

Help Desk Support

Catapult Solutions Group • Austin, TX, US
[job_card.30_days_ago]
[job_preview.job_type]
  • [job_card.full_time]
[job_card.job_description]

Job Description

Job Description

Help Desk Support

Department : Technical Services - Help Desk & Operations

Location : On-Site - Austin, TX

Role Type : Full-Time, Contract to Hire

About Our Client

Our client provides statewide support services for court operations and technology systems. They oversee essential technical services that help maintain system functionality, user access, and technology operations across judicial offices.

Job Description

We are seeking Two Help Desk Support professionals to provide front-line technical support, answer inbound calls and emails, and resolve customer issues in a timely and professional manner. This role includes troubleshooting, password resets, basic hardware and software support, onboarding tasks, and providing support for audio / video equipment in conference rooms.

Candidates will be responsible for documenting all support interactions, escalating issues appropriately, and communicating observed trends to management.

Duties and Responsibilities

  • Provide front-line support by responding to inbound calls and emails.
  • Gather and analyze information to determine the best resolution path.
  • Perform basic troubleshooting including password resets, printer configuration, and break / fix steps.
  • Update website content as directed.
  • Create accounts and configure hardware as part of onboarding processes.
  • Support audio and video equipment in conference rooms.
  • Support more complex issues when configuration solutions are already documented.
  • Document all interactions in the tracking system.
  • Escalate issues as needed.
  • Communicate identified trends to management.

Required Experience / Skills

  • 3 years of customer service experience (written, verbal, and in-person).
  • 2 years experience working with customers across all levels of technical proficiency.
  • 2 years experience supporting computers, Microsoft Office Suite, Windows 10, Adobe products, and general troubleshooting.
  • 1 year experience with Active Directory.
  • 1 year experience with cloud platforms such as Microsoft Azure.

    • Preferred Experience / Skills

  • 1 year strong desire for growth and advancement within the organization.
  • 1 year strong desire for career development within an opportunistic environment.

    • Apply today to join a support-focused technical team serving statewide judicial operations.

    Keywords : Help Desk | Technical Support | Windows 10 | Active Directory | Azure | Customer Service | Troubleshooting | On-Site Support |

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