Job Description

DESCRIPTION OF SERVICES

The organization requires the services of

Help Desk Level 1

professionals who meet the general qualifications of Technical Services, Help Desk, and Operations, and who align with the specifications outlined in this document.

All work products resulting from this engagement will be considered "works made for hire." Candidates may also be required to complete criminal background checks in accordance with applicable laws. No fees will be paid for interviews or discussions held during the candidate selection process.

The Help Desk Level 1 professional will provide front-line technical support by responding to inbound calls and emails in a timely and professional manner. Responsibilities include gathering and analyzing information related to customer issues and determining the most effective resolution.

Key duties include providing basic troubleshooting and support such as password resets, printer configuration, break/fix guidance, website content updates, account creation, and hardware configuration during onboarding. The role also includes support for audio/video equipment in conference rooms and assistance with moderately complex issues where solutions are already documented.

The Candidate is responsible for ensuring all support interactions are properly logged in the tracking system, escalating issues when needed, and communicating recurring trends to management.

WORK HOURS AND LOCATION

Services shall be provided during normal business hours unless otherwise coordinated with the hiring organization. Normal business hours are

Monday through Friday, 8:00 AM to 5:00 PM

, excluding State holidays.

The primary work location will be

205 W 14th St, Austin, TX 78701

. This position is

100% Onsite

.
All travel, per diem, parking, and living expenses are the responsibility of the Candidate and/or Vendor. Any travel required outside the primary location must be pre-approved in writing by the organization. Approved travel expenses must comply with State of Texas travel rules and require original receipts.

Candidates may be required to work outside normal business hours -- including evenings, weekends, and holidays -- upon request. Any work exceeding 40 hours per week will be paid at the quoted hourly rate and must be pre-approved by the hiring organization.

Job Type: Contract

Pay: $24.00 - $27.00 per hour

Expected hours: 40 per week

Work Location: In person