Information Technology Associate – Help Desk Support

Austin, TX

Monday–Friday, 8:30am–5:30pm

Stelvio are partnering with a client in the industrial and technology manufacturing sector, supporting business-critical IT operations across onsite and remote users. The organisation runs a structured internal IT environment with a strong focus on service reliability, security monitoring, and end-user support.

The Role

This is an onsite IT support role focused on providing hands-on help desk and desktop support to users across the organisation. Working under general direction from the IT team lead, the Information Technology Associate will take ownership of user issues, support workstation environments, and assist with security alert triage and escalation.

The role requires strong organisation, clear communication, and the ability to work independently while managing multiple requests.

Key Responsibilities

Provide technical assistance for incoming help desk requests related to hardware, software, and systems
Install, test, configure, and support workstations, peripherals, and standard business software
Respond to user requests via email, Teams, and the ticketing system
Diagnose issues, guide users through resolution steps, and run diagnostic tools as needed
Follow up with users to confirm resolution and gather feedback
Take ownership of tickets, escalations, and timely issue resolution
Modify local workstation configurations, utilities, and software settings
Maintain accurate inventory records for hardware, software, and licensing
Administer user accounts across Active Directory, Microsoft 365, Azure/Entra, and internal applications
Monitor alerts within Microsoft Defender Security Center and perform initial triage
Investigate alerts, document findings, and escalate higher-severity incidents following defined playbooks
Track alert resolution and identify recurring patterns or configuration issues

Skills & Experience

High school diploma or equivalent (required)
2+ years’ experience in a Help Desk or Support Services environment
Strong experience supporting Windows 10 and Windows 11 (Pro & Enterprise)
Working knowledge of Windows Server (2012, 2016, 2019) and Active Directory user administration
Experience with Microsoft 365, Exchange, Azure / Entra, Intune, and MFA user administration
Familiarity with ServiceNow or similar ticketing systems
Experience supporting VPN solutions (e.g. Palo Alto GlobalProtect)
Basic exposure to Cisco networking hardware
Some call-centre or user-facing support experience
Understanding of PCI and SOC concepts
Beginner-level PowerShell scripting knowledge
Experience or exposure to Microsoft Defender

Working Environment

Fully onsite role; no remote work offered outside of office closures
Work performed indoors across office spaces, server rooms, and conference rooms
Ability to lift equipment up to 40 lbs as required

Stelvio Inc.

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