IT Support Associate

DC INTERNATIONAL GROUP INC; Carrollton (TX); Sur place; USD 42 000 - 66 000; Plein temps

Résumé du poste

DC International in Carrollton, TX is seeking an IT Support Associate to own the help desk from intake to resolution. You will set up and remove accounts across Microsoft 365, Business Central, Shopify, Jira, and Airtable, manage licenses, and maintain hardware assets.

Starting training will be provided by a senior team member, with growth into systems administration and project work. This on-site role offers real hands-on experience in a fast-growing eCommerce environment.

Qualifications

• 1+ year in IT support or help desk, or equivalent experience.
• Comfortable with Windows 11, Microsoft 365, and PC hardware troubleshooting.
• Basic networking knowledge (IP, DNS, DHCP, Wi-Fi).
• Clear writing: ticket notes and runbooks relied on by the team.
• Comfortable using AI assistants (Claude, ChatGPT, Copilot) as a tool.
• Patient and friendly with users who are stuck and in a hurry.
• Willing to say I don't know yet and find out.
• Willing to earn CompTIA A+ within six months.
• Experience with Jira Service Management preferred.
• Experience with Entra ID / Active Directory and Intune preferred.
• Markdown documentation writing or AI prompts skills preferred.
• PowerShell basics.
• ERP/Shopify exposure preferred.

Responsabilités

• Own the help desk end to end and manage user accounts.
• Set up and remove accounts across Microsoft 365, Business Central, Shopify, Jira, and Airtable.
• Manage software licenses and keep assets matched to users.
• Set up, troubleshoot, and track laptops, monitors, docks, printers, and handhelds.
• Install software and assist with everyday tools (Outlook, Teams, Excel).
• Maintain hardware asset inventory and vendor warranty repairs.
• Close tickets with notes on what was wrong and what you changed.
• Provide first response and triage; escalate when needed.
• Document runbooks in Markdown for AI reuse.
• Turn repeat fixes into AI skills and automations.

Connaissances

Windows 11

Microsoft 365

PC hardware troubleshooting

Networking basics

Clear writing

AI tools (Claude)

Customer service

Markdown documentation

Entra ID / Intune

Jira Service Management

PowerShell

Shopify

Formation

1+ year IT support experience

Outils

Jira Service Management

Shopify

Airtable

Cisco/Fortinet networking

Entra ID / Intune

Description du poste

This is a full time, on-site position in Carrollton, TX.POSITION OVERVIEWDC International is the parent company of two direct-to-consumer eCommerce brands, Leatherology and Coverstore. We're adding a new IT Support Associate to our IT team.You'll be the first person our employees reach when they need help: a laptop that won't connect, a new hire who needs accounts by Monday, a warehouse label printer that stopped printing, an order screen showing an error. You'll own the help desk end to end and fix most requests yourself. For problems that need a specialist, you'll get them to the right one quickly, with a clear description of what's broken and who it's affecting. Our goal is that every request gets a response from a real person within minutes, not hours, and you are how we get there.This is an entry-level role with real training behind it. A senior member of the IT team will train you on our systems, and the role has room to grow into systems administration, infrastructure, and project work. We're an AI-forward team: you'll use AI tools like Claude every day to troubleshoot, write documentation, and automate repeat work.KEY RESPONSIBILITIESHelp desk: you own itSet up and remove accounts and access across Microsoft 365, Business Central, Shopify, Jira, and Airtable, including new-hire setup and same-day departuresManage software licenses and keep them matched to the people who actually need themSet up, troubleshoot, and track laptops, monitors, docks, printers, and warehouse handhelds and label printersInstall software and help people get unstuck in everyday tools (Outlook, Teams, Excel)Keep the hardware asset inventory current and handle vendor warranty repairsClose every ticket with a short note on what was wrong and what you changedFirst response and triageWatch the support queue during business hours and respond to new requests quicklyFix what you can on the spot. For business-system problems (Business Central, warehouse, website), hand off to the right specialist within minutes, not after hours of digging, with the impact written downKnow when a request is bigger than a quick fix, and get it to the person who sets priorities with the facts they need to decideTurn hallway questions and chat messages into tickets, so nothing depends on one person's memory or inboxKeeping things from breakingRun a maintenance calendar covering patches, firmware and handheld updates, certificate and key expirations, and conference-room and warehouse-station checksHelp turn automated system alerts into tracked tickets, so they don't depend on who happened to see the emailWrite and maintain runbooks in Markdown, written so both teammates and our AI tools can use them, so recurring problems get solved faster each timeTurn repeat fixes into reusable AI skills and automations the whole team can useSystems you'll work with: Microsoft 365 (Exchange Online, Teams, SharePoint), Entra ID and Intune, Windows 11, Dynamics 365 Business Central, Shopify, Jira Service Management, Airtable, Cisco/Fortinet networking, and Claude (including Claude Code skills and plugins).QUALIFICATIONS1+ year in IT support or help desk, or equivalent experience (coursework, certifications, home lab, or a support role in another field)Comfortable with Windows 11, Microsoft 365, and PC hardware troubleshootingBasic networking knowledge (IP, DNS, DHCP, Wi-Fi)Clear writing: your ticket notes and runbooks are what the rest of the team relies onComfortable using AI assistants (Claude, ChatGPT, Copilot, or similar) as an everyday work tool, and in the habit of checking their answers rather than trusting them blindlyPatient and friendly with people who are stuck and in a hurryGood at figuring out what someone actually needs, even when they can't describe the problem clearlyWilling to say \"I don't know yet\" and find out, rather than guessPREFERRED QUALIFICATIONSCompTIA A+, or willingness to earn it within the first six monthsExperience with Entra ID / Active Directory and IntuneExperience with a ticketing system, ideally Jira Service ManagementExperience writing Markdown documentation, or building AI prompts, skills, or pluginsBasic PowerShellExposure to an ERP (Business Central or similar) or ShopifyTech support in a warehouse, retail, or distribution settingWHAT SUCCESS LOOKS LIKEFirst 30 daysLearn our environment alongside a senior team member: devices, accounts, network, and the main business systemsResolve routine help-desk tickets on your ownFirst 60 daysOwn the help desk: accounts, devices, software, new hires, and departuresWrite your first runbooks from the tickets you closeFirst 90 daysServe as first responder for the support queue during business hoursGet business-system issues to the right specialist quickly, with the impact clearly writtenKeep the maintenance calendar running on scheduleABOUT THE COMPANYDC International is a dynamic, fast-growing eCommerce company and the parent organization of two leading direct-to-consumer brands, Leatherology and Coverstore.Leatherology is dedicated to offering a thoughtfully curated collection of premium leather goods at accessible prices. Our products are designed to be timeless, functional, and personal, and many customizable with monograms or company logos and beautifully packaged for gifting or everyday use.Coverstore is the premier online retailer of protective covers for outdoor furniture, vehicles, and indoor furnishings. Our mission is simple: to provide exceptional protection for the things people value most. By selling exclusively online, we offer one of the largest selections of sizes, materials, colors, and styles available anywhere.Across both brands, we are committed to delivering an outstanding online shopping experience through high-quality products, intuitive technology, and exceptional customer service.At DC International, you'll join a team of driven, collaborative professionals who thrive in a fast-paced, entrepreneurial environment. We value innovation, ownership, and continuous improvement and we're excited to grow alongside individuals who share that mindset.