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It Support Specialist
Posted on Aug. 19, 2025
- Dallas-Fort Worth, United States of America
- 47781.0 - 57542.0 USD (yearly)
- Full Time
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End-User Support & Service Delivery
- Provide Tier 1 and Tier 2 technical support to end-users in-person, via phone, and through remote support tools.
- Resolve hardware, software, and peripheral issues (e.g., desktops, laptops, printers, mobile devices).
- Document all support activities in the ticketing system and ensure timely resolution in accordance with SLAs.
- Support onboarding and offboarding processes, including hardware setup and user account provisioning.
Systems & Application Support
· Troubleshoot and support Microsoft 365 applications (Outlook, Teams, Excel, SharePoint, etc.).
· Diagnose and resolve complex hardware software and mobile issues, ensuring system functionality and user satisfaction
· Provide support for remote connectivity solutions such as VPN and Citrix.
- Assist with Active Directory user management and password resets.
- Coordinate with Level 3 teams for application escalations and updates.
Hardware & Asset Management
- Deploy, configure, and maintain desktop and laptop hardware.
· Oversee inventory control, track IT assets, and ensure records are current and accurate.
- Perform equipment moves, replacements, and decommissions as needed.
Office & Field Support
- Travel to office locations across the US and Canada to support site-specific needs (e.g., network troubleshooting, hardware refreshes).
- Provide support during office relocations, expansions, or events requiring onsite technical presence.
- Coordinate with vendors and facilities for infrastructure-related repairs or changes.
Documentation & Process Improvement
- Maintain knowledge base articles and create user guides as needed.
- Identify recurring issues and propose process improvements to enhance efficiency.
- Ensure compliance with IT policies, procedures, and security standards.
· Adhere to and understand data governance and compliance regulations to ensure secure IT operations.
Collaboration & Communication
- Collaborate closely with IT team members across North America and other global regions.
- Participate in team meetings, knowledge-sharing sessions, and project-based initiatives.
- Communicate technical information clearly to non-technical users.
Job Type: Full-time
Pay: $47,781.10 - $57,542.83 per year
Benefits:
- Dental insurance
- Health insurance
- Vision insurance
Work Location: On the road
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