IT Support Specialist I

TenCate Americas; Cedar Park (TX); On-site; USD 42,000 - 68,000; Full time

Job summary

TenCate Americas is seeking an IT Support Specialist to provide responsive, reliable technical support to employees across assigned locations and remote sites. This individual will troubleshoot and resolve routine service requests, support end-user devices and business applications, document work in the IT service management system, and elevate issues that fall outside established procedures.

The ideal candidate brings a customer-focused approach, strong follow-through, and practical knowledge

Qualifications

• 3+ years of end-user technology support, systems support, or comparable hands-on IT support experience.
• High school diploma or equivalent required; additional IT education or training preferred, or equivalent practical experience.
• Experience providing in-person and remote support to business users. Working knowledge of Windows, Microsoft 365, end-user hardware, software, and basic networking.
• Ability to troubleshoot common device, application, authentication, and connectivity issues using documented procedures.
• Ability to set up and replace standard workplace equipment and provide accurate technical documentation.
• Strong customer service, organization, communication, problem-solving, and follow-through skills.

Responsibilities

• Receive, prioritize, troubleshoot, and resolve routine incidents and service requests through the approved IT ticketing system.
• Provide on-site and remote assistance with Windows devices, Microsoft 365, approved applications, printers, mobile devices, conferencing equipment, and basic connectivity and authentication issues.
• Use established procedures, knowledge articles, and guidance to resolve issues; escalate complex or high-risk situations appropriately.
• Maintain ownership of assigned tickets through resolution or handoff with timely communication to employees.
• Prepare, configure, deploy, replace, recover, and retire computers, mobile devices, and software in accordance with procedures.
• Support onboarding, role changes, and offboarding including equipment prep and access changes.
• Coordinate vendor repairs, warranties, and replacements; maintain inventory records.

Skills

Technical troubleshooting

Customer service

Ticket ownership

Documentation

Information security awareness

Teamwork

Escalation

Problem-solving

Education

High school diploma or equivalent

Tools

Microsoft 365

Intune

Entra ID

Active Directory

IT ticketing system

Job description

About Us

TenCate is a global leader in high-performance, sustainable artificial turf systems. With more than 300 years of textile expertise and a presence in over 60 countries, we provide innovative solutions for sports, landscaping, and outdoor living.

With nearly 5,000 employees worldwide, we combine global reach with local expertise. Our vertically integrated model spans the entire value chain, from R&D and yarn production to installation and end-of-life recycling, ensuring full control over quality, innovation, and sustainability. We work closely with a network of experienced local partners who bring deep knowledge and tailored solutions to every project.

Our Center for Turf Innovation drives continuous R&D, blending biomechanics, movement science, and elite athlete testing to push the boundaries of turf performance. Our portfolio includes turf, lighting, tracks, and complementary systems for football, baseball, field hockey, American football, golf, and community recreation.

Sustainability is woven into everything we do. We pioneer circular turf technologies, including infill-free and single-polymer solutions, and continually work to reduce environmental impact across the product lifecycle.

Location

Cedar Park, TX

Company

TenCate

Department

Information Technology

Reports To

IT Service Desk Manager

Position Type

Full-Time

Work Arrangement

On-Site

Team

IT Service Desk - US

Position Summary

TenCate is seeking an IT Support Specialist to provide responsive, reliable technical support to employees across assigned locations and remote sites. This individual will troubleshoot and resolve routine service requests, support end-user devices and business applications, document work in the IT service management system, and elevate issues that fall outside established procedures.

The ideal candidate brings a customer-focused approach, strong follow-through, and practical knowledge of Windows, Microsoft 365, workplace hardware, and common connectivity issues. This is an individual contributor position within the U.S. IT Service Desk team.

Key Responsibilities

Service Desk & End-User Support

• Receive, prioritize, troubleshoot, and resolve routine incidents and service requests through the approved IT ticketing system.
• Provide on-site and remote assistance with Windows devices, Microsoft 365, approved applications, printers, mobile devices, conferencing equipment, and basic connectivity and authentication issues.
• Use established standard operating procedures, knowledge articles, and approved technical guidance to resolve issues; escalade complex, high-risk, or unclear situations appropriately.
• Maintain ownership of assigned tickets through resolution or accepted handoff, with accurate updates and timely communication to employees.

Devices, Accounts & IT Assets

• Prepare, configure, deploy, replace, recover, and retire computers, mobile devices, peripherals, and approved software in accordance with documented procedures.
• Perform authorized account, group, directory, software, and access-management tasks within assigned permissions.
• Support employee onboarding, role changes, and offboarding, including equipment preparation, access changes, and user orientation.
• Coordinate vendor repairs, warranties, and replacements; maintain accurate equipment and inventory records.

Documentation, Security & Collaboration

• Document reported symptoms, troubleshooting activities, actions taken, outcomes, and escalations in the appropriate system.
• Contribute to knowledge articles, team documentation, and improvements to established support processes.
• Follow information security, data protection, safety, and approved change-management requirements; promptly escalation potential risks.
• Work with Service Desk colleagues, infrastructure and application teams, and external vendors to resolve support requests.
• Share established procedures with peers and help onboard new team members as needed.

Required Qualifications

• 3+ years of end-user technology support, systems support, or comparable hands-on IT support experience.
• High school diploma or equivalent required; additional IT education or training preferred, or equivalent practical experience.
• Experience providing in-person and remote support to business users.Working knowledge of Windows, Microsoft 365, end-user hardware, software, and basic networking.
• Ability to troubleshoot common device, application, authentication, and connectivity issues using documented procedures.
• Ability to set up and replace standard workplace equipment and provide accurate technical documentation.
• Strong customer service, organization, communication, problem-solving, and follow-through skills.

Preferred Qualifications

• Experience using a ticketing or IT service management platform.
• Familiarity with Microsoft Intune, Microsoft Entra ID, Active Directory, and remote support tools.

Key Competencies

• Customer Service & Communication
• Technical Troubleshooting
• Ticket Ownership & Follow-Through
• Documentation & Process Discipline
• Information Security Awareness
• Teamwork & Adaptability
• Sound Judgment & Escalation

Working Conditions

• Primarily on-site in Cedar Park, TX, with support for users at other TenCate locations, including remote sites.
• Work may involve office, manufacturing, warehouse, or other operating environments.
• May require moving, installing, or connecting standard IT equipment, occasional travel, and support outside normal business hours for planned changes or urgent issues.
• Specific physical requirements, travel expectations, and scheduling needs will be confirmed for the assigned role.

Equal Employment Opportunity

TenCate is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other status protected by applicable law.