Support Technician

The Support Technician will support the Texas Cyber Command on the TXCC Austin NSOC staff augmentation engagement. This role provides onsite, front -door IT support for TXCC staff, executives, contractors, and visitors at the Austin office. The candidate will be responsible for resolving and triaging service requests across a broad range of endpoint, collaboration, and user access technologies. This position requires close coordination with systems, network, security, and vendor support teams to ensure timely resolution of technical issues. The candidate will also support executive users, meeting room readiness, device lifecycle activities, and compliance with TXCC security and data -handling requirements.

Responsibilities

• Provide onsite IT support for staff, executives, contractors, and visitors, including support for laptops, mobile devices, peripherals, printers, and network connectivity.
  
• Resolve and triage service requests using the approved ticketing process, and maintain user -facing knowledge articles and service documentation.
  
• Support Microsoft 365 applications including Teams, Outlook, SharePoint, and OneDrive, as well as mobile device management and endpoint security platforms.
  
• Coordinate account and access management activities, including user onboarding and offboarding processes.
  
• Support conference rooms, audio/video collaboration equipment, and hybrid meeting environments, including executive briefings.
  
• Coordinate with systems, network, security, and vendor support teams to escalate and resolve complex issues.
  
• Manage asset inventory, equipment moves, loaner pools, device deployment, refresh, relocation, and secure disposal coordination.
  
• Follow security procedures for account access, device handling, data protection, privileged support, and incident escalation.
  
• Perform routine technology checks and assist with staff training on technology tools and systems.
  
• Support after -hours maintenance windows and time -sensitive user requests as approved by TXCC.
  

Requirements

Minimum Qualifications

• 8 years of experience providing onsite IT support, desktop support, endpoint support, or field support in an enterprise or government environment.
  
• 5 years of experience troubleshooting laptops, mobile devices, peripherals, printers, operating systems, collaboration tools, network connectivity, and user access issues.
  
• 3 years of experience supporting Microsoft 365, Teams, Outlook, SharePoint, OneDrive, mobile device management, endpoint security, or equivalent collaboration and endpoint platforms.
  
• 3 years of experience using ticketing, asset inventory, knowledge management, service documentation, and customer communications practices.
  
• 3 years of experience supporting executive users, meeting rooms, audio/video collaboration equipment, onboarding, offboarding, and time -sensitive user requests.
  
• 2 years of experience following security procedures for account access, device handling, data protection, privileged support, and incident escalation.
  

Preferred Qualifications

• 2 years of experience with Dell, Apple/iOS, Windows, Intune, Teams Rooms, mobile devices, loaner pools, warranty repair coordination, or equivalent technologies.
  
• 2 years of experience supporting public sector, cyber, emergency operations, law enforcement, or regulated environments.
  
• 1 year of experience supporting secure conference rooms, hybrid meetings, executive briefings, and collaboration equipment readiness.
  
• CompTIA A+, Network+, Security+, Microsoft, ITIL, HDI, or comparable certification, or equivalent demonstrated experience.
  

Additional Requirements

• Candidate must be a U.S. citizen.
  
• Candidate must pass all required background checks prior to engagement.
  
• Candidate must be able to lift and move standard IT equipment up to 35 pounds.
  
• Occasional after -hours support may be required with TXCC approval.
  

Work Location and Schedule