IT Support Specialist- Tier I

Edge Communications; Plano (TX); Sur place; USD 40 000 - 60 000; Plein temps

Avantages offerts par ce poste

Medical coverage

Dental coverage

Vision coverage

401(k) plan

Paid time off

Disability insurance

Life insurance

Career growth

Résumé du poste

Edge Communications provides integrated voice and data technology solutions. Edge is seeking a Tier I IT Desktop Support specialist to serve commercial customers from the Plano corporate office. The role focuses on remote desktop and device troubleshooting, incident documentation, and first-line support.

You will resolve issues with Windows OS, Office 365, and Active Directory, escalating when needed. This is a full-time, on-site position offering comprehensive benefits and growth opportunities.

Qualifications

• Proficiency with Windows desktop and server operating systems.
• Experience with Office 365 (Outlook/Exchange).
• Strong knowledge of Active Directory and Exchange administration.
• Excellent customer service and problem-solving skills.

Responsabilités

• Serve as the primary point of contact for customers needing technical assistance.
• Remotely assist users with desktop, printer, and other connected device troubleshooting.
• Troubleshoot and resolve issues related to shared resources, hardware, and software configurations.
• Perform OS updates, software patching, and upgrade tasks.
• Identify and escalate major incidents using IT escalation processes.
• Document all work in the ticketing system and route incidents to appropriate IT teams.
• Perform user account permissions and Active Directory changes as needed.
• Follow up with clients to ensure complete issue resolution.

Connaissances

Windows OS

Office 365

Active Directory

Exchange

Customer service

Description du poste

Description

Department: IT Services

Reports to: ITS Supervisor

Location: Corporate Office - Plano

Company Description

Edge is a provider of integrated, managed voice, data technology systems, and services for business.

Position Description

Provide Tier I IT desktop support and hospitality-related third-party vendor platform support to Edge’s commercial customers.

Primary Responsibilities

• Serve as the primary point of contact for customers requiring technical assistance.
• Remotely assist users with desktop, printer, and other connected device troubleshooting.
• Perform troubleshooting and issue resolution for shared resource access, hardware, and software configurations.
• Perform OS and other software and firmware updates and patch management.
• First-level identification and escalation of major incidents using the approved IT escalation processes.
• Document all work performed through a support ticketing system and effectively track and route incidents to the appropriate teams within IT.
• Perform network administration functions, user account permissions, and Active Directory changes.
• Follow up with clients to ensure issue resolution is complete and satisfactory.

Other Responsibilities

• Assist in creating knowledge base articles, checklists, and FAQs.
• Willingness to learn industry-specific and proprietary management systems.
• Flexibility and willingness to work holidays, longer hours on a case-by-case basis, and other shifts as required.
• Accommodate occasional shift changes based on coverage requirements and special events.

Requirements

Required Skills & Experience

• Knowledge of Windows desktop and server operating systems, 0365, Active Directory, and Exchange.
• Strong customer service and problem-solving skills, including the ability to respond diligently, promptly, and courteously to users’ questions or issues.

Benefits

As a full-time employee, you’ll receive a competitive salary along with a comprehensive benefits package.

• This includes medical, dental, and vision coverage, a 401(k) retirement plan, paid time off (PTO), short-term/long-term disability, life insurance, and opportunities for professional growth.

We’re committed to fostering a collaborative and supportive work environment where you’re encouraged to contribute and grow with the company.