Information Technology Support Specialist

EMC Renewables; Southlake (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

EMC Renewables is seeking an experienced IT Site Support Specialist to provide Tier 1 and Tier 2 support for hardware, software, access, connectivity, and general technology issues at the corporate office and project sites. You will serve as the local IT contact, document activities, and escalate when needed.

The ideal candidate is service-oriented, organized, and a hands-on troubleshooter with strong communication skills who can work independently under central IT direction while adapting to a

Qualifications

• 3+ years experience in IT Help Desk, technical support, desktop support, or a related technology role.
• Familiarity with Microsoft 365, including Outlook, Teams, SharePoint, OneDrive, and common business applications.
• Experience with IT service management ticketing systems and incident handling, prioritization and escalation.
• Strong troubleshooting, problem analysis and problem-solving skills.
• Ability to follow documented procedures and accurately document technical work.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for hardware, software, access, connectivity, and general IT issues.
• Respond to support requests via phone, email, chat, and IT Help Desk systems.
• Diagnose and resolve issues with computers, printers, mobile devices, peripherals, and network access.
• Support Microsoft 365 applications and services, coordinating with central IT and providers.
• Assist with onboarding/offboarding and account/access management.
• Set up, configure, deploy, and retire IT equipment using approved configurations.
• Log and document all interactions in the ITSM system and monitor SLAs.
• Maintain local IT inventory and coordinate equipment provisioning and repairs.
• Work with remote IT specialists and project sites as needed.

Skills

IT support

Troubleshooting

Customer service

Communication

Documentation

Education

Bachelor's degree or technical qualification in IT/CS

Tools

ManageEngine Endpoint Central

Microsoft 365

Active Directory / Microsoft Entra ID

Job description

EMC Renewables is seeking an experienced IT Site Support Specialist to provide responsive Tier 1and Tier 2 technical support to EMC Renewables employees by diagnosing and resolving hardware, software, access, connectivity, and general technology issues. This position serves as a key point of contact for employees in the corporate office, working under the functional direction of central IT in Spain and coordinating with local management. The role also supports, as assigned, personnel working at project job sites.

The IT Site Support Specialist is responsible for providing timely, professional customer service; documenting support activity; following established corporate IT procedures; assisting with technology onboarding and equipment deployment; acting as remote hands for central IT; and escalating issues when additional expertise, resources or authorization are required.

The ideal candidate is service-oriented, organized technical generalist with hands-on troubleshooting experience, sound judgment, and the ability to work independently within delegated authority while supporting a growing EPC organization where priorities and technology needs may evolve quickly.

Essential Job Functions & Responsibilities

• Provide Tier 1 and Tier 2 technical support to employees for hardware, software, access, connectivity, and general technology issues.
• Respond to technical support requests through approved channels, including phone, email, chat, and the IT Help Desk ticketing system.
• Diagnose, troubleshoot, and resolve issues involving computers, monitors, printers, mobile devices, peripherals, applications, network connectivity, and user access.
• Support Microsoft 365 applications and services, including Outlook, Teams, SharePoint, OneDrive, Teams telephony and other commonly used business applications, coordinating service-level issues with central IT and providers.
• Assist employees with password, account, access, multifactor authentication and security-related issues in accordance with established IT procedures and delegated permissions.
• Set up, configure, deploy, update, maintain and securely retire computers, mobile devices, monitors, peripherals, printers, and other standard IT equipment using approved configurations and management tools.
• Use approved endpoint management tools, including ManageEngine Endpoint Central in the current environment, for software deployment, patching, inventory, and remote support
• Assist with new employee technology onboarding, including equipment preparation, account setup coordination, application access, and basic user orientation.
• Assist with employee offboarding by collecting IT equipment and coordinating the appropriate termination of system and application access.
• Maintain an accurate inventory of local IT equipment and software license assignments, recording asset movements and periodically verifying physical stock. Coordinate equipment provisioning, approved purchases, deliveries, and warranty repairs, anticipating onboarding and replacement needs and maintaining agreed spare stock levels.
• Log, prioritize, track, route, and document all support interactions, troubleshooting steps, actions taken, and resolutions in the corporate ITSM ticketing system, following SLAs
• Follow up with users to confirm issues have been fully resolved and communicate status throughout the support process, retaining local follow-up responsibility when central IT or vendors are involved.
• Research technical issues using available documentation, knowledge bases, vendor resources, and other approved resources.
• Follow established corporate IT procedures, support standards, cybersecurity practices, change controls, and documented troubleshooting processes, obtain central IT approval for sensitive configuration changes, purchases, new solutions, and security exceptions.
• Escalate issues that require specialized expertise, present security concerns, or require urgent attention, based on business impact and urgency. Provide diagnostic evidence and execute authorized response or recovery actions under central IT direction.
• Assist with troubleshooting technology issues affecting employees working remotely or at project/job sites.
• Coordinate with central IT leadership, vendors, and other internal resources when resolving technology or service issues.
• Act as remote hands for central IT: inspect local equipment, check power and cabling, collect logs and other diagnostic evidence, replace approved components, and carry out guided interventions on network equipment, servers and workstations, and other local IT infrastructure.
• Perform routine checks of the local server room, including equipment, cabling, power, UPS alerts, and environmental conditions where monitored. Maintain documentation, follow physical access controls, and elevate issues affecting availability. Coordinate vendor visits and carry out authorized interventions under central IT guidance.
• Identify recurring user or technology issues and communicate patterns, risks, and service-impacting concerns to IT management.
• Assist with maintaining and updating IT support documentation, procedures, inventories, connectivity information, vendor contacts and knowledge resources as the technology environment changes.
• Support the implementation of new technology, systems, applications, and IT processes as the company grows.
• Stay current with relevant technology, Microsoft 365 updates, cybersecurity practices, systems, and internal IT processes.
• Attend off-site meetings, events, or renewable energy project/job sites as required.
• Perform additional duties related to IT support and operations, within the role and priorities agreed with central IT.

Required Qualifications

• Bachelor's degree, associate degree, or technical qualification in Information Technology, Computer Science, or related field, or equivalent practical experience.
• 3+ years experience in IT Help Desk, technical support, desktop support, or a related technology role, including hands-on Tier 2 troubleshooting and independent on-site support.
• Practical knowledge of basic networking concepts, IT infrastructure (switches, access points, firewalls), and IT operations.
• Familiarity with Microsoft 365, including Outlook, Teams, SharePoint, OneDrive, and common business applications; understanding of email, tenant, and domain concepts.
• Working knowledge of standard computer hardware, peripherals, printers, mobile devices, and related technology.
• Experience with Help Desk or IT service management ticketing systems, including incident and request handling, prioritization, escalation, and change procedures.
• Working knowledge understanding of user account management, permissions, access controls, multifactor authentication, directory services such as Active Directory or Microsoft Entra ID, and common cybersecurity practices.
• Ability to follow documented procedures and accurately document technical work.
• Strong troubleshooting, problem analysis, and problem-solving skills.
• Strong oral and written communication skills with the ability to explain technical information clearly to non-technical users.
• Demonstrated customer service skills and a professional, service-oriented approach to employees and coworkers.
• Ability to learn, retain, and apply technical information and adapt to changing technology.
• Strong organizational skills and attention to detail.
• Ability to prioritize multiple requests and manage time effectively in a fast-paced environment.
• Practical experience with endpoint management, software deployment, patching, and remote support tools, such as ManageEngine Endpoint Central or equivalent platforms. Ability to prepare and reconfigure devices, protect user data, and validate access and applications after changes.
• Ability to work independently as the local IT contact while collaborating effectively with remote IT specialists and other departments, following central IT direction and recognizing when to execute.
• Ability to maintain confidentiality when working with employee information, company systems, credentials, and other sensitive business information.

Preferred

• Bilingual in English and Spanish.
• CompTIA A+ and/or Network+ certification is a plus but not required.
• Experience supporting employees in a construction, engineering, EPC, energy, manufacturing, or field-based environment is a plus.
• Experience supporting an office as the sole on-site IT contact while working with a centralized or international IT team.
• Hands-on familiarity with Cisco Meraki, Barracuda Mail Security, ManageEngine Endpoint Central, Dell server management tools, and Teams telephony. Experience with comparable technologies is also valued.
• Familiarity with ITIL service management practices.

What Sets You Apart

• You prioritize safe and compliant business practices.
• You bring passion for renewable energy and demonstrates commitment to excellence.
• You operate with integrity, ensuring accuracy, transparency, and accountability.
• You build relationships grounded in respect, both internally and externally.
• You look for smarter, more efficient ways to approach challenges and continuously improve processes and seeks operational efficiencies (innovation).
• You thrive in a collaborative environment and value shared success (teamwork).

Why Join EMC Renewables

• Be part of a growing team shaping the future of renewable energy in the U.S.
• Work in an environment where SPIRIT values are not just words, they guide how we work every day.
• Opportunity to make a direct impact on project success and company growth.
• Competitive compensation and comprehensive benefits.
• Join a mission-driven organization committed to building a more sustainable future.

EMC Renewables is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable law.

Notice to External Search Firms

EMC Renewables, LLC does not accept unsolicited resumes and will not be obligated to pay a placement fee for unsolicited resumes. EMC Renewables, LLC Talent Acquisition engages with search firms directly for hiring needs.