IT Support Specialist
Job Overview
The IT Support Specialist provides first-level technical support for employees by assisting with common hardware, software, and access-related issues. This role supports end-user device setup, account provisioning, ticket follow-up, and basic troubleshooting, while escalating more complex issues to senior IT staff when needed. This is a full-time, on-site position based in Addison, Texas, requiring regular business hours, Monday through Friday, due to the hands-on nature of device setup, employee onboarding, and real-time support.
Key Responsibilities
1. Technical & Software Support
- Provide first-level support for desktops, laptops, mobile devices, printers, and related hardware.
- Assist users with common issues involving operating systems, Microsoft 365, web browsers, and approved business applications.
- Set up workstations, user accounts, and standard equipment for new hires and internal staff changes.
2. Incident & Ticket Management
- Respond to support requests submitted through the ticketing system, email, phone, or in-person interactions.
- Document, track, and update issues accurately in the organization's ticketing system, maintaining clear notes, status updates, and resolution details.
- Escalate complex technical issues to senior IT staff or external support partners as appropriate.
- Take ownership of assigned support tickets from initial response through resolution or escalation, ensuring timely follow-up and clear communication with end users.
3. System Maintenance
- Assist with routine device maintenance, including updates, software installations, and equipment preparation.
- Perform basic troubleshooting and determine when issues require escalation.
- Follow established IT procedures for device setup, user access, and security best practices.
4. User Onboarding & Training
- Prepare devices and configure system access for new employees.
- Provide clear, professional guidance to end users on common technology tasks, security awareness, and approved productivity tools.
5. Inventory & Asset Management
- Maintain accurate records of IT assets, including device assignments, returns, and inventory status.
- Assist with hardware purchasing, staging, replacement planning, and lifecycle management.
Skills & Qualifications
Required Qualifications
- Working knowledge of Windows operating systems and Microsoft 365.
- Foundational understanding of networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN connectivity.
- Ability to learn and use ticketing systems, remote support tools, and standard IT support processes.
- Basic understanding of security best practices, including password management, multi-factor authentication (MFA), phishing awareness, and user access controls.
- Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users, document issues thoroughly, and troubleshoot effectively.
Preferred Qualifications
- Experience using ticketing systems, remote support tools, or endpoint support workflows.
- Exposure to user account administration, password resets, and access management.
- Customer service, technical support, internship, or other experience supporting end users.
- Strong organizational skills with the ability to manage multiple priorities and maintain accurate documentation.
Education & Experience
Ideal Candidate Profile
This role is ideal for an early-career IT professional who enjoys helping users, is eager to learn, and can follow established processes while developing technical skills in a collaborative environment. The position provides hands-on experience with core IT support responsibilities and opportunities for continued growth.
Minimum Qualifications
- Associate degree in Information Technology, Cybersecurity, Computer Science, or a related field, or an equivalent industry certification.
Preferred Qualifications
- Additional coursework, technical training, or certifications related to IT support, systems administration, or networking.
Experience
- One to two years of hands-on IT support experience, internship experience, or equivalent technical customer support experience.