IT Support Specialist

GRADY RENTALS LLC • Cleburne, TX

9d • Onsite

About The Position

The IT Support Specialist is the primary point of contact for all incoming IT support requests — phone calls, tickets, email, and walk-ups — across all five companies. You will answer the phone, log the issue, resolve what you can on first contact, and own the ticket through to closure or escalation. This position spans Tier 1 and Tier 2 responsibilities. Day to day, expect a mix of password resets and account questions, desktop and laptop troubleshooting, mobile and printer support, Microsoft 365 administration, endpoint deployment, and basic network and connectivity triage. You will report to the IT Manager and work closely with him on larger projects, security initiatives, and infrastructure work. Success in this role looks like: calls get answered, tickets get resolved quickly and documented properly, and users across every site know who to call and trust that it will get handled.

Requirements

• High school diploma or equivalent; associate degree in Information Technology or a related field, or equivalent experience.
• Two or more years in a help desk, desktop support, MSP, or comparable IT support role.
• Demonstrated troubleshooting ability with Windows 10/11 in a business environment.
• Working knowledge of Microsoft 365 administration — user and license management, Exchange Online, Teams, SharePoint, and OneDrive.
• Understanding of core networking concepts: TCP/IP, DHCP, DNS, VLANs, VPN, and Wi-Fi troubleshooting.
• Familiarity with Active Directory and/or Entra ID user and group administration.
• Strong phone presence and customer service skills; able to stay calm and clear with frustrated or non-technical users.
• Clear written communication for ticket notes, documentation, and user instructions.
• Ability to prioritize competing requests and manage multiple open tickets without losing track of any of them.
• Valid driver’s license and a satisfactory driving record; ability to travel between company locations.
• Ability to pass a background check and pre-employment drug screen.

Nice To Haves

• CompTIA A+, Network+, or Security+; Microsoft 365 Certified: Modern Desktop Administrator or Fundamentals certification.
• Experience with UniFi networking equipment and NVR/camera systems.
• Experience with RMM and PSA/ticketing platforms and endpoint detection and response (EDR) tooling.
• Experience supporting oilfield, industrial, construction, or other field-based operations.
• Familiarity with PowerShell for routine administration and reporting.
• Exposure to IT compliance or audit frameworks such as ISO 27001, NIST CSF, or SOC 2.
• Experience supporting remote sites with limited or intermittent connectivity.

Responsibilities

• Answer the phone, log the issue, resolve what you can on first contact, and own the ticket through to closure or escalation.
• Handle password resets and account questions.
• Troubleshoot desktop and laptop issues.
• Provide mobile and printer support.
• Perform Microsoft 365 administration.
• Manage endpoint deployment.
• Perform basic network and connectivity triage.
• Work with the IT Manager on larger projects, security initiatives, and infrastructure work.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED