Information Technology Support Analyst

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.

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.

• 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

• 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 Service Now or similar ticketing systems
• Experience supporting VPN solutions (e.g. Palo Alto Global Protect)
• Basic exposure to Cisco networking hardware
• Some call‑centre or user‑facing support experience
• Understanding of PCI and SOC concepts
• Beginner-level Power Shell scripting knowledge
• Experience or exposure to Microsoft Defender
• 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