Level 1 Technicians

Overview:
A public sector client of ours in Austin, Texas is looking for two Level 1 Technicians for a 11-month contract that is likely to extend. This role will be onsite in their Austin office.
The Level 1 Support Technician will assist with hands-on technical support and manual labor associated with a computer and docking station refresh project. This role will support the day-to-day work of imaging computers, replacing equipment, migrating user data, moving hardware, and assisting with basic hardware and software troubleshooting.

The selected technicians will be part of a project team that includes an agency subject matter expert and a project manager responsible for coordinating and leading the work. The agency will provide the process and procedures for completing refresh activities.

This position is best suited for a dependable, customer-focused technician with basic desktop support experience, knowledge of personal computers and peripherals, and the ability to follow established processes in a professional work environment. Windows 11 technical support experience is helpful but not required.

Key Responsibilities:

Computer Refresh & Hardware Support

• Assist with the computer and docking station refresh project.
• Image computers according to agency-provided procedures.
• Replace existing computers and docking stations with refreshed equipment.
• Migrate user data as part of the computer replacement process.
• Install, maintain, move, test, and upgrade new and existing hardware and software.
• Lift and relocate equipment weighing up to thirty (30) pounds.

Technical Support & Troubleshooting

• Provide technical assistance and support for hardware, software, application, and peripheral issues.
• Maintain, analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals.
• Support personal computers, printers, microcomputers, and related components.
• Assist in monitoring and supporting the use and interface of systems, subsystems, and software applications.
• Troubleshoot information systems and assist users with basic technical issues.

Documentation & Security

• Document service activities and assist in preparing service record documentation.
• Maintain, upgrade, or replace hardware and software systems as needed.
• Maintain necessary security controls over software.
• Follow agency-provided procedures and project documentation requirements.
• Support data access or data transfer activities involving local, state, or federal databases when required.

Customer Service & Team Collaboration

• Provide excellent customer service to end users throughout the refresh process.
• Work cooperatively with agency staff, project team members, and other stakeholders.
• Communicate clearly and professionally, both verbally and in writing.
• Handle multiple tasks, prioritize assigned work, and meet project deadlines.

Note: Candidates who do not meet the minimum requirements will not be considered for this opportunity.

Required Experience:

• High school diploma or equivalent.
• Minimum of one (1) year of experience or demonstrated knowledge in desktop support, computer operations, hardware support, or a related technical support function.
• Knowledge of personal computers, computer components, printers, and microcomputer terminology.
• Knowledge of computer software, computer hardware, information systems, and information security policies and procedures.
• Working knowledge of Windows operating systems.
• Experience using Microsoft Office Suite.
• Experience using WordPerfect.
• Ability to install, maintain, move, test, and upgrade hardware and software.
• Ability to provide technical assistance and support for applications and hardware problems.
• Ability to troubleshoot computer systems, hardware, peripherals, and information systems.
• Ability to operate information technology systems.
• Ability to maintain necessary security controls over software.
• Ability to document service records and technical support activities.
• Ability to handle multiple tasks, prioritize work, and meet deadlines.
• Ability to work cooperatively with others in a professional work environment.
• Ability to provide excellent customer service.
• Ability to lift and relocate up to thirty (30) pounds.
• Effective oral and written communication skills.

Preferred Experience:

• Windows 11 technical support experience.
• Experience supporting computer refresh, desktop deployment, imaging, or hardware replacement projects.
• Experience migrating user data during computer replacement or upgrade projects.
• Experience working as part of a structured project team with defined procedures and timelines.