IT Support Specialist- Tier I

Edge Communications • Plano, TX

13h • Onsite

About The Position

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

Requirements

• 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.

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.
• 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.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed