Help Desk 1 (OCANov25HD)
Onsite - Must live in Austin, TX area
I. DESCRIPTION OF SERVICES
Provides front-line technology support by answering and responding to inbound calls/emails in a timely and professional manner, gathering and analyzing information about the customer’s issue and determination of the best way to resolve the problem.
Provides basic support and troubleshooting, including password resets, printer configurations, break/fix instructions, website content updates, creates accounts and configure hardware as part of on‐boarding process, supports audio and video equipment in conference rooms, and support for more complex issues where configuration solutions have already been documented.
Responsible for ensuring that all support calls/emails are properly documented in the tracking system, escalating issues as appropriate, and communicating trends to management.
CompTIA A+, CompTIA ITF+, or equivalent certification highly preferred. This is an entry-level position.
Strong preference for temp to hire possibility. OCA is looking for candidates that can work well in our environment and would like the ability to potentially hire staff on as full-time employees within a negotiated time frame (not to exceed 6 months).
II. CANDIDATE SKILLS AND QUALIFICATIONS
| Minimum Requirements: Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity. | ||
| Years | Required/Preferred | Experience |
| 3 | Required | Experience delivering superior customer service (written, verbal, and in-person) across multiple delivery channels (telephone, email, in-person). |
| 2 | Required | Experience working with customers across all levels of technological proficiency. |
| 2 | Required | Experience in the support of computers, the use of applicable programs and systems (such as Microsoft Office Suite, Windows 10, and Adobe products), and troubleshooting information systems |
| 1 | Required | Experience with Active Directory |
| 1 | Required | Experience with cloud platforms and technologies like Microsoft Azure |
| 1 | Preferred | A strong desire to grow and advance within an organization with an opportunistic landscape |
| | ||
Note: Expected Start Date 12/01/2025 and End Date 07/01/2026. This service may be amended, renewed, and/or extended providing both parties agree to do so in writing.
Normal business hours are Monday through Friday from 8:00 AM to 5:00 PM, excluding State holidays when the agency is closed.
Position is Onsite. May be required to work outside the normal business hours on weekends, evenings and holidays, as requested. Program will only allow candidates who are LOCAL TO THE AUSTIN AREA (Within 50-mile radius).