IT Support Specialist
Gulf Winds International•Houston, TX
•Hybrid
About The Position
Gulf Winds International, Inc. is seeking a technically sharp, self-motivated IT Support Specialist to serve as the first point of contact for all internal IT helpdesk issues. This role requires someone who takes ownership, digs into problems, and possesses the tools and instincts to resolve issues efficiently. The ideal candidate will have a strong Tier 2/3 support background and be actively developing their skills towards a Systems or Network Administrator role. This position reports to the Director of IT and operates in a hybrid work arrangement.
Requirements
- 5+ years of hands-on IT support experience, with demonstrated Tier 2/3 competency.
- Proficiency with Microsoft Entra ID (formerly Azure AD) including user management, groups, and Conditional Access.
- Experience administering M365 services (Exchange Online, Teams, SharePoint, Intune).
- Solid understanding of networking fundamentals: TCP/IP, DNS, DHCP, VLANs, and firewall concepts.
- Hands-on experience with a RMM platform for endpoint management and remote support.
- Working knowledge of PowerShell scripting for task automation and system administration.
- Experience with a ticketing system such as Zendesk, Freshservice, or equivalent.
- Strong hardware and software troubleshooting skills.
- Excellent written and verbal communication skills; able to explain technical issues clearly to non-technical users.
- Self-starter mentality with the ability to manage competing priorities without constant direction.
- Willingness and ability to be reached outside of normal business hours on an as-needed basis for urgent IT issues.
Nice To Haves
- Experience managing or troubleshooting enterprise firewalls and network devices.
- Microsoft certifications (MS-102, AZ-104, SC-300, or equivalent).
- Familiarity with ITIL frameworks and change management processes.
- Experience with Power Automate or other workflow automation platforms.
- CompTIA Network+ or Security+ certification.
Responsibilities
- Serve as the primary point of contact for all IT support requests submitted via Zendesk.
- Triage, prioritize, and resolve Tier 1/2/3 incidents covering hardware, software, networking, and Microsoft 365.
- Manage endpoint configuration, deployment, and troubleshooting via RMM tooling.
- Maintain user support KB articles to facilitate user self-service.
- Maintain accurate asset inventory and device records.
- Own end-user machine patch management, including scheduling, deployment, and compliance reporting across all managed endpoints via RMM tooling.
- Provide clear, timely communication to end users throughout the lifecycle of their tickets.
- Escalate issues to the Director of IT or appropriate vendor/specialist when resolution requires deeper expertise.
- Be available to respond to occasional after-hours and weekend IT issues, including system outages, critical incidents, and scheduled maintenance windows.
- Manage user lifecycle in Microsoft Entra ID including provisioning, deprovisioning, group membership, and conditional access policies.
- Administer Microsoft 365 services including Exchange Online, SharePoint, Teams, and Intune.
- Support endpoint management and compliance policy enforcement.
- Assist with onboarding and offboarding workflows, ensuring access is granted and revoked accurately and on time.
- Acquire, install, and test system and software upgrades and new computer hardware components.
- Support and troubleshoot LAN/WAN connectivity issues across office and remote environments.
- Assist with firewall rule management, VLAN configuration, and network access controls.
- Work alongside the Director of IT on infrastructure projects including network upgrades and security hardening.
- Monitor network health and respond to alerts from monitoring platforms.
- Write and maintain PowerShell scripts to automate repetitive IT tasks.
- Identify manual processes that can be improved through automation and proactively propose solutions.
- Maintain documentation of IT infrastructure, systems configurations, and troubleshooting procedures, including runbooks and self-service guides.
Benefits
- The company is backed by The Sterling Group, a Houston-based private equity firm.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
Upload and Match Resume
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
