IT Support Associate

DC International•Carrollton, TX

8d•Onsite

About The Position

DC International is seeking an entry-level IT Support Associate to own employee help desk support across the company. The associate will respond to requests, resolve common issues, and quickly route problems requiring specialist attention with clear notes about the issue and its impact. A senior IT team member will provide training, and the role offers room to grow into systems administration, infrastructure, and project work. The team uses AI tools such as Claude to troubleshoot, document processes, and automate recurring work. The role supports employees and business operations across Microsoft 365, Business Central, Shopify, Jira, Airtable, workplace devices, and warehouse equipment. The associate will manage accounts and licenses, support hardware and software, maintain asset records and maintenance schedules, track alerts and requests, and document fixes in tickets and Markdown runbooks. The position is on-site in Carrollton, Texas.

Requirements

At least 1 year of IT support or help desk experience, or equivalent experience through coursework, certifications, a home lab, or a support role in another field.
Comfort with Windows 11, Microsoft 365, and PC hardware troubleshooting.
Basic networking knowledge, including IP, DNS, DHCP, and Wi-Fi.
Clear writing skills for ticket notes and runbooks.
Comfort using AI assistants such as Claude, ChatGPT, or Copilot as everyday work tools, with the habit of checking their answers rather than accepting them blindly.
Patient, friendly communication with people who are stuck and in a hurry.
Ability to determine what someone needs when they cannot clearly describe the problem.
Willingness to acknowledge when an answer is not known and find out rather than guess.

Nice To Haves

CompTIA A+ certification, or willingness to earn it within the first six months.
Experience with Entra ID or Active Directory and Intune.
Experience with a ticketing system, ideally Jira Service Management.
Experience writing Markdown documentation or building AI prompts, skills, or plugins.
Basic PowerShell knowledge.
Exposure to an ERP such as Business Central or to Shopify.
Technical support experience in a warehouse, retail, or distribution setting.

Responsibilities

Set up and remove accounts and access across Microsoft 365, Business Central, Shopify, Jira, and Airtable, including new-hire setup and same-day departures.
Manage software licenses and ensure they are assigned to the people who need them.
Set up, troubleshoot, and track laptops, monitors, docks, printers, warehouse handhelds, and label printers.
Install software and assist employees with everyday tools such as Outlook, Teams, and Excel.
Maintain the hardware asset inventory and handle vendor warranty repairs.
Close each ticket with a brief note describing the problem and the changes made.
Monitor the support queue during business hours and respond quickly to new requests.
Resolve issues directly when possible and promptly route business-system problems to the appropriate specialist, documenting their impact.
Identify requests that require prioritization and provide the decision-maker with the facts needed to assess them.
Convert hallway questions and chat messages into tickets so requests are tracked.
Maintain a calendar for patches, firmware and handheld updates, certificate and key expirations, and conference-room and warehouse-station checks.
Turn automated system alerts into tracked tickets.
Write and maintain Markdown runbooks for teammates and AI tools.
Develop reusable AI skills and automations from recurring fixes.
Learn the company’s devices, accounts, network, and business systems with a senior team member; take on routine tickets independently and progressively own help desk operations.
Serve as first responder for the support queue during business hours and keep the maintenance calendar on schedule.