Technical Support

Technical Support
Client State of TX = TXDOT (Dept of Transportation)
ONSITE in Austin
Candidate must already be local and living within 50 miles of Austin and not out of town
USC or GC with strong communication skills
6 years of experience
$45/hr CTC is the max


TxDOT work to be accomplished
Key Responsibilities:
* Provide Tier 2 technical support for hardware, software, operating systems, Microsoft 365 services, and end-user devices.
* Troubleshoot and resolve complex incidents escalated from Level 1 support.
* Support endpoint management, device compliance, software deployment, and Windows lifecycle activities.
* Assist with identity, authentication, remote access, and access-related issues.
* Perform root cause analysis and participate in incident, problem, and change management processes.
* Create and maintain technical documentation, knowledge articles, and support procedures.
* Identify opportunities for process improvement, automation, and operational efficiency.
* Participate in technology deployments, testing, major incident response, and service improvement initiatives.
* Serve as a technical mentor and escalation resource for Level 1 support staff.
* Monitor and maintain service levels, customer satisfaction, and operational performance metrics.

Minimum Yrs of Experience, Skills, and Qualifications
* 6+ years of desktop or end-user support experience.
* Experience supporting enterprise Windows environments and Microsoft 365 services.
* Knowledge of Incident, Problem, and Change Management processes.
* Experience with endpoint management, remote support tools, and troubleshooting complex technical issues.
* Strong customer service, communication, documentation, and analytical skills.