Service Desk Tech Analyst III

Utaustin is seeking a Service Desk Tech Analyst III to join our technical support team in Austin, TX. In this full-time position, you'll provide expert-level technical assistance and resolve complex IT issues for our organization's end users and stakeholders.

Position Summary

As a Service Desk Tech Analyst III at Utaustin in Austin, TX, you will serve as a senior member of our technical support operations. This role requires strong troubleshooting capabilities, excellent communication skills, and the ability to work independently on complex technical challenges. You'll diagnose and resolve hardware, software, and network issues while maintaining high customer satisfaction standards. Based in Austin, you'll deliver on-site and remote technical support to ensure business continuity and user productivity across the organization.

Responsibilities

• Diagnose, troubleshoot, and resolve complex technical issues reported by end users, prioritizing tickets based on impact and urgency
• Provide technical support across multiple platforms, operating systems, and enterprise applications
• Document all issues, resolutions, and escalations in the ticketing system to maintain accurate knowledge records
• Collaborate with system administrators and network specialists on infrastructure-related problems
• Create and maintain technical documentation and contribute to the knowledge base to support junior technical staff
• Mentor Level 1 and Level 2 technicians and provide guidance on complex troubleshooting methodologies
• Monitor system performance and proactively identify potential issues before they impact end users
• Maintain professional communication with stakeholders throughout the support lifecycle

What We're Looking For

• Proven experience as a technical support professional or help desk specialist, with demonstrated expertise at a senior level
• Strong knowledge of Windows and/or Linux operating systems, networking fundamentals, and common enterprise applications
• Experience troubleshooting hardware, software, and connectivity issues in multi-user environments
• Excellent analytical and problem-solving abilities with strong attention to detail
• Professional communication and interpersonal skills with the ability to explain technical concepts to non-technical users
• Relevant IT certifications such as CompTIA A+, Security+, or equivalent credentials preferred
• Ability to work independently and manage multiple priorities simultaneously
• Commitment to continuous learning and staying current with technology trends

About the Company

Utaustin is committed to providing exceptional technical support and fostering a collaborative work environment in Austin. We value our team members' expertise and provide opportunities for professional growth. Our mission centers on delivering reliable IT solutions and customer-focused service excellence to support our organization's mission.

Next Steps

To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.