IT Helpdesk Technician

Foxconn Industrial Internet - FII is seeking an IT Helpdesk Technician based in Austin, TX to support internal users as the first point of contact for IT-related issues. In this onsite role, you will help diagnose and resolve hardware, software, and network problems, escalating more complex cases to senior IT staff or specialized teams when needed.

Role overview

As the day-to-day support contact, you will provide prompt, courteous, and effective technical assistance across both office and advanced manufacturing environments. The position focuses on quick troubleshooting, accurate documentation, and consistent adherence to global IT policies, procedures, and security best practices.

Responsibilities

• Provide timely, first-line technical support to end-users via phone, email, and in-person for hardware, software, and network issues.
• Diagnose and resolve common IT problems, including desktop/laptop issues, printer malfunctions, software application errors, and basic network connectivity problems.
• Support users with operating system issues across Windows and macOS, plus Microsoft Office Suite and other business-critical applications used in office and manufacturing settings.
• Create, modify, and troubleshoot user accounts and permissions within Active Directory and other relevant systems.
• Assist with setup, configuration, and deployment of new computers, peripherals, and software in line with company standards.
• Log support requests, actions taken, and resolutions accurately in the ticketing system.
• Contribute to and maintain IT knowledge base articles and troubleshooting guides for common issues.
• Identify and escalate complex or critical issues to senior IT staff or specialized teams such as System Administrators and Network Engineers, including proper handover and follow-up until resolution.
• Maintain customer-focused support behavior with a positive, helpful attitude while guiding users through technical solutions to ensure a strong user experience.
• Deliver white-glove, highly responsive, discreet, and personalized IT support for VIP executives and in-office leadership.
• Perform additional responsibilities as needed to support business objectives.

Requirements

• Associate’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience, plus relevant certifications (e.g., CompTIA A+, Network+).
• 3+ years of experience in an IT Helpdesk, Desktop Support, or Technical Support role in a professional environment, preferably in manufacturing, industrial, or a high-tech sector.
• Strong troubleshooting skills for common hardware (laptops, desktops, printers, mobile devices) and software issues.
• Familiarity with Active Directory, including password resets and basic group policy concepts.
• Basic understanding of networking concepts such as TCP/IP, DNS, DHCP, Wi-Fi connectivity, and VPN.
• Excellent verbal and written communication skills, including the ability to explain technical concepts clearly to non-technical users.
• Strong interpersonal skills and a customer-service-oriented approach.
• Ability to prioritize tasks, manage multiple requests efficiently, and work effectively under pressure.
• Self-motivated with a strong desire to learn and adapt to new technologies and processes.

Technologies

• Active Directory
• Windows, macOS
• Microsoft Office Suite
• CompTIA A+, CompTIA Network+
• TCP/IP, DNS, DHCP
• Wi-Fi, VPN