Hybrid Help Desk Specialist II - Austin, TX presso rand*

Here at rand*, IT is a critical function of our operations. We have led the charge in innovative technical solutions for over 10 years—and in this time, our IT workstream has sought to provide our team members with best-in-class software, hardware, and systems. To this effect, we are seeking to add a team member who is looking to learn and grow in our IT Specialist II role.

The IT Helpdesk Specialist II provides advanced technical support to end-users for hardware, software, cybersecurity, and network-related issues. This role works independently to troubleshoot and resolve complex problems while also serving as an escalation point for junior staff. The Specialist is responsible for delivering timely support across all company locations, assisting with IT administration, and supporting senior team members on projects. 

ABOUT rand*

rand* construction is an award-winning, woman-owned national commercial contractor specializing in tenant interiors, retail, restaurants, and building renovations (capital expenditure). Founded in 1989 by Linda Rabbitt, rand* has grown from a small interiors firm to a multi-market construction company offering a wide range of services to national and regional clients. Today, rand* is headquartered in Alexandria, VA, and manages regional offices in Atlanta, GA; Austin, TX; Dallas, TX; Houston, TX; Denver, CO; and Salt Lake City, UT with revenues in excess of $650 million annually. 

JOB DUTIES

• Responds to, evaluates, and prioritizes requests for assistance with hardware, software, networking, and other technology-related issues.
• Provides advanced-level troubleshooting and independently resolves complex hardware and software issues; escalates critical issues to specialized support teams when necessary.
• Assists with network configuration and troubleshooting of connectivity issues.
• Installs, configures, and maintains computers, printers, peripherals, operating systems, and enterprise-level software applications.
• Performs diagnostics, coordinates repairs and service, and leverages remote access tools to assist users in other locations.
• Provides VIP-level support to senior executive staff in the Texas region, ensuring rapid resolution of issues.
• Serves as the IT lead for onboarding and offboarding of employees in the Texas region, ensuring proper provisioning and de-provisioning of accounts and equipment.
• Manages company-provided equipment and mobile devices by working with vendors, issuing and tracking hardware, and maintaining accurate inventory and asset records.
• Develops and updates technical documentation, processes, and knowledge base articles.
• Conducts user training sessions and prepares training materials to support end-user adoption of technology.
• Recommends and researches equipment, tools, and systems to fit office and business needs; assists with procurement and vendor management.
• Provides after-hours and weekend support when required; ability to travel 15–20% annually.

QUALIFICATIONS AND EXPERIENCE

• Assumes responsibility for outcomes and plays a role in shaping organizational culture.
• Upholds and enforces IT and company policies, procedures, and best practices.
• Encourages continuous improvement, promotes excellence in performance, and seeks personal development opportunities.
• Mentors junior helpdesk staff, sharing knowledge and guiding them toward growth.
• Acts as a trusted advisor, offering tailored IT solutions aligned with business and client needs.
• Collaborates across functions and departments to address complex issues effectively.
• Maintains ongoing communication with clients and stakeholders to ensure satisfaction and feedback loops.
• Handles challenges with flexibility, proactively navigates shifting priorities, and develops creative solutions.
• Uses sound judgment to interpret data, resolve ambiguous situations, and refine methods or techniques as needed.
• Demonstrates empathetic listening, clarifies difficult or sensitive information, and fosters shared understanding among teams.

PREFERRED CERTIFICATIONS

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Microsoft 365 Fundamentals
• Azure Administrator Associate
• Modern Desktop Administrator Associate

PHYSICAL JOB DEMANDS & WORKING CONDITIONS     

This position is located in Austin, TX with potential travel as needed.

Note: This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee.

rand* is consistently ranked among the best companies to work for, and we aspire to be the most respected and renowned builder for excellence, leadership, integrity, and unsurpassed value.

rand* is an equal opportunity employer. We are committed to fostering meaningful careers and cultivating a workplace where individuals can thrive and do their best work. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, sex, gender identity or expression, genetic information, immigration status, marital status, medical or physiological condition (including pregnancy), national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sexual orientation, or any other characteristic protected by applicable local laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, please let us know and email [email protected].