IT Support Technician

Southland Holdings•Grapevine, TX

About The Position

Southland (SLND) is seeking an early-career IT Support Technician I to provide on-site and remote technical support for jobsites and remote offices throughout North America. The technician is the first point of contact for employees’ technology needs and works with senior IT staff, who provide guidance and support for skill development. The role provides first-level support across hardware, software, accounts, connectivity, mobile devices, and field technology. It also supports jobsite and office setup, employee onboarding, and IT documentation. The position requires the willingness and ability to work some nights and weekends as needed.

Requirements

At least 1 year of experience in a help desk, IT support, or similar customer-facing technical role.
Experience installing and troubleshooting PC hardware and common peripherals.
Experience supporting end users with Windows 10/11 and Microsoft 365 applications.
Familiarity with supporting iOS and Android mobile devices.
Strong customer service mindset, including patience, empathy, urgency, and follow-through until issues are resolved.
Ability to explain technical issues clearly to non-technical users.
Basic understanding of networking concepts, including LAN, WAN, IP addressing, DNS, DHCP, and Wi-Fi.
Solid troubleshooting and problem-solving skills.
Excellent verbal and written communication skills.
Strong organizational and time management skills, including the ability to handle multiple requests and keep users updated.
Willingness to learn and take direction from senior IT staff, and ability to work independently once trained.
Willingness and ability to work some nights and weekends as needed.
High school diploma or equivalent.

Nice To Haves

Experience supporting users in a Citrix or Remote Desktop environment.
Field or on-site technology support experience.

Responsibilities

Provide first-level support to office, field, and remote employees by phone, email, ticketing system, and in person.
Troubleshoot and resolve common hardware, software, account, and connectivity issues; escalate more complex problems to senior IT staff with clear documentation.
Install, set up, and troubleshoot PCs, laptops, printers, and other common peripherals.
Set up and support iOS and Android mobile devices for end users.
Assist senior IT staff and Field Operations with IT setup for new jobsites and remote offices.
Support new employee onboarding by issuing hardware, setting up user accounts, and guiding users through their equipment and systems.
Document issues and resolutions in the ticketing system and help maintain IT documentation and the user knowledge base.