Job Description

Job Title - Helpdesk Support

Work Mode - Austin, TX (Onsite)

Work Time - 8 AM - 5 PM CST

Job Description:

We are seeking a Sr. Helpdesk Support professional with over three years of delivering superior customer service across phone, email, and in-person channels. Skilled in diagnosing and resolving technical issues for users with varying levels of technical proficiency, with hands-on experience in troubleshooting Windows 10, Microsoft Office Suite, Adobe products, and basic hardware/software concerns. Proficient in Active Directory administration, cloud technologies such as Microsoft Azure, password resets, printer setups, account creation, and onboarding configurations. Adept at documenting support interactions, escalating issues when necessary, and identifying recurring trends to improve service delivery. Highly motivated to grow within a dynamic and opportunity-driven organization.

Required Experience :

• 3 years of Required Experience delivering superior customer service (written, verbal, and in-person) across multiple delivery channels (telephone, email, in-person).
• 2 years of Required Experience working with customers across all levels of technological proficiency.
• 2 Required Experience in the support of computers, the use of applicable programs and systems (such as Microsoft Office Suite, Windows 10, and Adobe products), and troubleshooting information systems
• 1 year of Required Experience with Active Directory
• 1year of Required Experience with cloud platforms and technologies like Microsoft Azure
• 1 year of Preferred A strong desire to grow and advance within an organization with an opportunistic landscape
• 1 year of Preferred A strong desire to grow and advance within an organization with an opportunistic landscape

Responsibilities:

• Provide first-level technical support by responding to inbound calls, emails, and tickets in a timely and professional manner.
• Troubleshoot and resolve basic hardware, software, and network-related issues, including password resets, printer configurations, and break/fix guidance.
• Support onboarding activities by creating user accounts, configuring hardware, and ensuring system access is properly set up.
• Assist end-users with Microsoft Office Suite, Windows 10, Adobe applications, and other business-critical tools.
• Manage and maintain Active Directory tasks such as user provisioning, group permissions, and account updates.
• Provide support for cloud-based platforms and services, including Microsoft Azure functionalities.
• Set up, test, and support audio/video equipment in conference rooms for meetings and presentations.
• Thoroughly document all support interactions in the ticketing system, escalate issues appropriately, and communicate recurring trends to management for service improvement

Preferred Certification and Education:

• CompTIA A+, CompTIA ITF+, or equivalent certification highly preferred.
• Strong preference for temp to hire possibility. OCA is looking for candidates that can work well in our environment and would like the ability to potentially hire staff on as full-time employees within a negotiated time frame (not to exceed 6 months).

Required Education:

• A bachelor's degree in a relevant field such as Computer Science, Information Systems, or related discipline.

ABOUT ISHIR
ISHIR is a digital innovation and enterprise AI services provider. We work with startups and enterprises to shape the future through accelerated innovation, deep technical expertise, access to global digital talent and a passion for complex problem-solving. With our help, our clients overcome their most difficult digital challenges leveraging AI.
We are not just consultants, we are partners in our clients success, assisting them with re(gaining) competitive edge by identifying opportunities for differentiation, industry disruption, scalable innovation, and go-to-market strategies that deliver successful outcomes.
At ISHIR, we help bold businesses accelerate innovation through Talent, Speed-to-Market, and AI. We help make an impact by solving real problems using innovation, improved customer experiences and the right technologies.
As an ISHIR employee, you will get the advanced training you need to be successful, and the opportunity to apply it. You must be passionate about technology, crave responsibility, and be eager to apply your knowledge to real business solutions for our startup and enterprise customers. These are the qualities of a person destined for success at ISHIR.
ISHIR attracts a special type of individual someone who is proactive, thrives on challenges, feeds off success, and looks at moving targets not as obstacles but as opportunities. ISHIR is an exciting place to work. It is imbued with an entrepreneurial spirit and promotes self-reliance, open communication, and collaboration.

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