IT Help Desk Engineer at Cyberstreams

Category: Customer Support, IT
Location: Austin, Texas

Job Description:

An IT Help Desk Engineer is responsible for remote and on-site support needs for our managed services customers. This relates to all technology, including: workstations, servers, cloud services of all types, printers, networks, and vendor specific hardware and software. Working with senior technical colleagues and account managers to handle ad-hoc escalation requests, facilitate planned ongoing maintenance, and assist with improvements projects.


  • Work for a growing Managed IT Services company operating in the Greater Seattle & Greater Austin areas.
  • Support the core network of small to midsized firms leveraging Microsoft local and cloud applications.
  • Be part of a company that allows you exposure to a variety of different challenging issues on a daily basis.
  • Maintain control of your work life balance in a flexible environment that values and rewards both personal and professional success.
  • Receive an extremely competitive benefits structure for your hard work and dedication to the role.
  • Opportunity for pay growth as your career develops and upward mobility as the company continues to grow and scale.


Basic Functions:

  • IT support relating to issues with client core business applications and operating systems.
  • IT support services for Microsoft related technologies: Windows Server, Exchange, SharePoint, Microsoft 365, Teams/Phone System, Azure, etc.
  • Support backup and disaster recovery solutions, especially initiating restores.
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Basic remote access solution implementation and support: VPN, Terminal Services,Windows 365, Azure WVD, ConnectWise Control.
  • Monitor help desk and remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
  • Document maintenance for all computer systems and network infrastructure.
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.


Additional Duties and Responsibilities:

  • Improve customer service, perception, and satisfaction.
  • Fast turnaround of customer requests.
  • Ability to work in a team and communicate effectively.
  • Work with the dispatch to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
  • Escalate service requests that require more senior levels of support.
  • Responsible for entering time and expenses as they occur.
  • Understand processes by completing assigned training materials.
  • Enter all work on service tickets.

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Advanced understanding of Microsoft operating systems, common business applications, printing systems, and network systems.
  • Interpersonal skills: such as video & telephony skills, communication skills, active listening and customer-care.
  • Diagnosis skills of technical issues.
  • Ability to multi-task and adapt to changes quickly.
  • Technical awareness: ability to match resources to technical issues appropriately.
  • Service awareness of all organization’s key IT services for which support is being provided.
  • Understanding of support tools, techniques, and how technology is used to provide services.
  • Typing skills to ensure quick and accurate entry of service request details.
  • Self-motivated with the ability to work in a fast-moving environment.

Educational/Vocational/Previous Experience Recommendations:

  • 3 years minimum previous help desk, service desk, desktop support, network admin, field service or other related experience and/or relevant education.
  • Professional IT certifications preferred but not required, such as: Microsoft general certifications, Cisco, CompTIA, ConnectWise CCPA, LabTech LTCP, Microsoft 365 or Azure.
  • AA/AS, ideally in computer science or a related field, preferred but not required.

Only local candidates need apply.

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.