Help Desk Support

Department: Technical Services – Help Desk & Operations

Location: On-Site – Austin, TX

Role Type: Full-Time, Contract to Hire

About Our Client

Our client is a statewide government organization that provides critical support services for court operations and technology systems across Texas. They oversee essential technical services that help maintain system functionality, user access, and technology operations for judicial offices throughout the state. With a mission to ensure reliable and efficient court system operations, they play a vital role in supporting justice administration across multiple counties and jurisdictions.

Job Description

We are seeking a Help Desk Support professionals to join a dedicated technical services team providing front-line support for statewide judicial operations. In this role, you'll be the first point of contact for users experiencing technical issues, handling everything from password resets and printer troubleshooting to onboarding new users and supporting conference room audio/video equipment.

Your day-to-day will involve responding to inbound calls and emails, analyzing technical issues to determine the best resolution path, and documenting all interactions in the tracking system. You'll work in a collaborative environment where your technical expertise directly impacts the ability of court personnel to serve the public effectively. This position offers an excellent opportunity to develop your technical skills in a stable, mission-driven environment with potential for long-term growth within the organization.

Duties and Responsibilities

Provide front-line support by responding to inbound calls and emails from users across the statewide court system
Gather and analyze information to determine the best resolution path for technical issues
Perform basic troubleshooting including password resets, printer configuration, and break/fix procedures
Update website content as directed by management
Create user accounts and configure hardware as part of onboarding processes for new employees
Support audio and video equipment in conference rooms to ensure seamless meetings and proceedings
Resolve more complex issues when configuration solutions are already documented
Document all support interactions accurately and thoroughly in the tracking system
Escalate issues appropriately to senior technical staff when needed
Communicate identified trends and recurring issues to management for continuous improvement

Required Experience/Skills

3 years of customer service experience demonstrating strong written, verbal, and in-person communication skills
2 years of experience working with customers across all levels of technical proficiency, from beginners to advanced users
2 years of hands-on experience supporting computers, Microsoft Office Suite, Windows 10, Adobe products, and general troubleshooting
1 year of experience with Active Directory for user account management
1 year of experience with cloud platforms such as Microsoft Azure
Strong problem-solving abilities and attention to detail
Ability to remain patient and professional when assisting frustrated users
Excellent documentation skills for tracking issues and resolutions

Nice-to-Haves

CompTIA A+ certification or willingness to obtain
Experience in a government or public sector environment
Familiarity with ticketing systems like ServiceNow, Jira Service Management, or similar platforms
Experience supporting remote users via phone or remote desktop tools
Knowledge of network basics and connectivity troubleshooting

Pay & Benefits Summary

Pay Rate: $20.00 - $23.00 per hour
Schedule: Full-time, 40 hours per week

Apply Today!

Join a support-focused technical team serving statewide judicial operations. This is an excellent opportunity to contribute to the public good while developing your technical career in a stable, mission-driven environment with opportunities for growth and advancement.

Catapult Solutions Group

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