IT Help Desk Support Specialist

Title: IT Help Desk Support Specialist

Location: 100% Onsite, Austin, TX 78751

Engagement Type: W2 Contract-long term, with contract-to-hire potential based on performance

Pay Rate: $21.00/hour W2

Schedule: Monday through Friday, 7 am to 7 pm CT; Standard 8 hours per day shifts within the coverage timeframe

Work Authorization: Must be authorized to work in the United States without current or future sponsorship.

Background: Must pass a satisfactory standard criminal background check upon hire.

About the role

GTS Technology Solutions is hiring an IT Help Desk Support Specialist to join a growing Tier 1 support team for a Texas state agency in Austin. This is a full-time, onsite role with a structured 4-week paid training program to set you up for success.

What You'll Do

• Answer inbound help desk calls and emails and troubleshoot hardware, software, and network issues
• Create and track every interaction in the ticketing system, resolving on first contact whenever possible
• Escalate complex issues to the right team with clear documentation
• Stay current on known issues and system changes that affect call volume
• Support and mentor newer team members as you grow in the role

What You Bring

• 6+ months of IT troubleshooting experience in a help desk or call center setting
• 6+ months of customer service experience supporting technical issues
• High school diploma or equivalent
• 45+ WPM typing speed
• Ability to work onsite in Austin, between the hours of 7:00 AM - 7:00 PM CT, Monday–Friday
• Availability for 4 consecutive weeks of mandatory onsite training
• CompTIA A+ or ITIL Foundation certification a plus, not required

GTS Technology Solutions, Inc. is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status in accordance with applicable federal, state, and local laws.

As part of our hiring process, we conduct background checks on all final candidates. These checks are conducted in compliance with the guidelines set forth by the U.S. Equal Employment Opportunity Commission (EEOC). We ensure that the information obtained from background checks is used fairly and does not unlawfully discriminate against any individual.

GTS Technology Solutions participates in E-Verify to confirm the employment eligibility of all newly hired employees. If you are offered a position with GTS Technology Solutions, your employment will be contingent upon successful verification of your identity and legal authorization to work in the United States through E-Verify.

For more information about E-Verify, please visit E-Verify's official website.

Pay: $21.00 per hour

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance

Application Question(s)

• Do you have at least 6 months of experience providing IT troubleshooting support in a help desk or call center environment?
• What is your typing speed in words per minute?

Education

• High school or equivalent (Required)

License/Certification

• CompTIA A+ (Preferred)
• ITIL Foundation (Preferred)

Ability to Commute

• Austin, TX 78751 (Required)

Work Location: In person