ITSM Support Technician (Level-1) in Austin, TX Onsite role

Voluble Systems - Austin, TX

Full-time - Entry Level

Austin, TX

Administrative and Support Services

About the position

The ITSM Support Technician (Level-1) role is designed to provide essential support to the Texas Division of Emergency Management (TDEM) by augmenting their IT Help Service Desk. This position involves assisting agency employees with their IT needs, ensuring efficient resolution of issues, and maintaining documentation of incidents and remedies.

Responsibilities

• Provide help desk support to agency employees at TDEM's IT Help Service Desk.
• Receive calls and inquiries from users seeking technical assistance.
• Document incidents and remedies in the help desk software.
• Translate technical knowledge into actionable direction for users.
• Utilize ITSM practices and help desk software to manage support requests.

Requirements

• 1 year of experience in help desk support.
• Understanding of ITSM practices.
• Working knowledge of help desk software, databases, and remote control tools.