IT Support Specialist II
- Location: Fort Worth, TX
- Start Date: 2/5/2025
- Job ID: 25-00736
- Posting Date: 2/5/2025
- Job Type: Direct Placement
The IT Support Specialist (II) is responsible for providing primary technology support to the end-user community at our company. This role requires a robust background in endpoint, network, and general technology support, coupled with excellent problem-solving skills and a strong commitment to customer service. The position will also support IT departmental projects and continuous improvement efforts to ensure that IT is a value-added partner within our organization.
Duties and Responsibilities (5% Plan, 20% Build, 75% Run) :
Duties and Responsibilities (5% Plan, 20% Build, 75% Run) :
- Deliver high-quality customer service, maintaining professionalism in all interactions and serving as the first-line support for technical issues initiated by end users via phone, email, web portal, or in-person walk-up
- Diagnose and troubleshoot software, hardware, and network issues for desktops, laptops, peripherals, mobile phones, printers, telephones, and operational equipment
- Support software and equipment, including installation, configuration, updates, upgrades, replacements, and maintenance activities
- Prepare and complete onboarding and offboarding of end users
- Assist in maintaining the digital surveillance system
- Troubleshoot Office 365 related applications
- Assist in the management of Apple-related products (laptops, phones, and tablets)
- Guide users through step-by-step incident resolution remotely or in person, offering proactive advice for preventing future issues
- Document, track, and monitor incidents via the IT Service Management Platform to ensure incident resolution meets Service Level Agreements (SLA)
- Support operational technology equipment, including production labeling systems, label printers (Client), scales, and Client barcode scanners
- Provide basic training to end-users on IT equipment and best practices
- Collaborate with other IT team members to address complex issues and enhance overall department capabilities
- Support asset management including tracking, inventory, storage, and audits, to ensure accuracy and maintainability
- Regularly maintain and update technical documentation
- Participate in various projects aimed at improving IT systems and processes
- Travel to different offices, as necessary, to provide comprehensive IT support
- Participate in a rotating after-hour support schedule (low incidence environment)
- Other duties as assigned
Qualifications and Experience:
- AA/AS or BA/BS preferred; HS Diploma or GED required
- CompTIA A+, Network+, or Security+ certifications preferred
- Minimum 3 years of experience installing, configuring, and maintaining hardware components in a network infrastructure and supporting (50+ users)
- Strong attention to detail; passion for accuracy and granular details
- Ability to prioritize effectively and meet multiple deadlines
- Critical thinking: proactive identification of solutions rather than stating problems
- Proficiency in ticketing systems and Help Desk protocols
- Key Role Competencies: Communication, Interpersonal Skills, Critical Thinking, Customer Focus, Prioritization
- Understanding and implementation of PC hardware and software troubleshooting
- Ability to configure and troubleshoot basic switching and routing equipment
- Experience in two or more of the following Aruba access points, Aruba/Client switches
- Experience with firewalls (Sonicwall preferred)
- Experience supporting corporate users with Microsoft products (Mac products optionally)
- Excellent customer service skills and a strong desire to help people
- Excellent oral and written communication skills
- Ability to work independently as well as part of a team
- Ability to work on multiple projects at once
- Accustomed to learning new skills and software
Benefits Overview:
- Holiday Pay
- Paid Time Off
- Health Insurance
- Vision Insurance
- Dental Insurance
- Accident Insurance
- Life Insurance
- Flexible Spending Account (FSA)
- 401k
Posted by Michelle Rodriguez
Technical Resource Manager- West Coast
(800) 821-4644 x 7685
Technical Resource Manager- West Coast
(800) 821-4644 x 7685
