Senior IT Support Specialist - White-Glove, Hybrid IT

Tandy Leather Factory; Fort Worth (TX); Sur place; USD 55 000 - 60 000; Plein temps

Avantages offerts par ce poste

Bonus Programs

Paid Holidays

Paid Time Off

Health care coverage

401(k) Plan

Employee discounts

Résumé du poste

Tandy Leather Factory is seeking a Technical Support Specialist to deliver hands-on and phone IT support across corporate, distribution, and retail environments. You will resolve tickets within SLA, manage ITSM work, and support Zebra devices and printers in warehouse and store operations.

The role requires strong technical skills, a service-first mindset, and the ability to work with executives and cross-functional teams in a hybrid IT environment.

Qualifications

• 4-6 years of hands-on IT support experience in a service desk or technical support environment.
• Hands-on experience supporting a hybrid Windows Active Directory and Microsoft Entra ID environment, including identity and access management.
• Experience with or participation in a conversion or migration from hybrid Active Directory to Entra ID and configuring SSO.
• Experience with an MDM platform, preferably Microsoft Intune and NinjaOne.
• Exposure supporting Microsoft Dynamics 365 Business Central or similar ERP systems.
• Hands-on experience in a warehouse or distribution environment supporting Zebra handheld devices and Zebra printers, including basic printer maintenance.
• Demonstrated white-glove customer service experience supporting corporate staff and executives.
• Experience configuring and managing Cisco Meraki and Cisco Catalyst equipment, with solid networking fundamentals.
• Experience supporting Point of Sale (POS) systems and peripherals in a retail environment.
• Proficiency with Windows operating systems, Microsoft 365, and endpoint management.
• Excellent troubleshooting and problem-solving skills, with strong written and verbal communication and the ability to explain technical issues to non-technical users.
• Highly organized and detail-oriented, able to manage competing priorities in a fast-paced environment.

Responsabilités

• Work service desk incidents and requests, ensuring they are resolved within SLA and all work is properly documented in the ITSM tool.
• Provide hands-on and phone support for computers, peripherals, POS systems, and network equipment.
• Serve as a technical resource for complex or high-priority issues, performing advanced troubleshooting to identify and resolve root causes.
• Administer user accounts, permissions, and access controls within Microsoft Entra (Azure AD) and other IAM systems.
• Install, configure, and troubleshoot computer hardware, software, and mobile devices (Zebra, Apple, Android) managed via RMM/MDM.
• Deliver white-glove, high-touch support to corporate staff and leadership, including onboarding setup, desk‑side visits, meeting room and Teams conferencing support, and proactive follow‑up.
• Write knowledge base articles and promote self‑service where appropriate.
• Administer and improve ITSM queues, request types, workflows, SLAs, automation rules, and reporting, and elevate trends to leadership.
• Contribute to IT projects impacting service desk operations, retail technology, and corporate systems.

Connaissances

IT support

Customer service

Troubleshooting

Communication

On-call rotation

Hybrid work environment

Problem solving

Outils

Active Directory

Microsoft Entra ID

Intune

NinjaOne

Meraki

Cisco Catalyst

Zebra devices

Zebra printers

POS systems

Microsoft 365

Description du poste

Tandy Leather Factory is seeking a Technical Support Specialist to deliver hands-on and phone IT support across corporate, distribution, and retail environments. You will resolve tickets within SLA, manage ITSM work, and support Zebra devices and printers in warehouse and store operations.

The role requires strong technical skills, a service-first mindset, and the ability to work with executives and cross-functional teams in a hybrid IT environment.