IT Support Specialist- Tier I

Edge Communications•Plano, TX

2d•$23 - $25•Onsite

About The Position

Provide Tier I IT desktop support and hospitality-related third-party vendor platform support to Edge’s commercial customers. The position is based at the Corporate Office in Plano and reports to the ITS Supervisor.

Requirements

Knowledge of Windows desktop and server operating systems, O365, Active Directory, and Exchange.
Strong customer service and problem-solving skills.
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.
Troubleshoot and resolve shared resource access, hardware, and software configuration issues.
Perform operating system, software, and firmware updates and patch management.
Identify major incidents at the first level and escalate them using approved IT escalation processes.
Document work in a support ticketing system and track and route incidents to the appropriate IT teams.
Perform network administration functions, user account permissions, and Active Directory changes.
Follow up with clients to ensure issues are fully and satisfactorily resolved.
Assist in creating knowledge base articles, checklists, and FAQs.
Learn industry-specific and proprietary management systems.
Work holidays, longer hours on a case-by-case basis, and other shifts as required; accommodate occasional shift changes for coverage needs and special events.