IT Support Technician

Sprout•Garland, TX

19d

About The Position

The IT Support Technician provides comprehensive technical support to employees and helps ensure the smooth operation of Sprout’s IT systems. The role troubleshoots hardware and software issues, maintains network systems, and supports cybersecurity measures. Support is provided on-site and remotely across Sprout locations, including to work-from-home users. The technician also supports IT projects under the direction of the IT Manager, carrying out assigned tasks and maintaining accurate tickets, documentation, and asset records. Sprout is a global IT hardware retirement provider serving hyperscaler and enterprise clients. It offers IT asset disposition, certified destruction, and responsible recycling solutions. The company is headquartered in Charlotte, North Carolina, with additional operations near Sacramento, Dallas, and Boston.

Requirements

At least 3 years of hands-on Tier 1–2 IT support experience.
Strong Windows 10/11 troubleshooting skills, including hardware, software, and login issues.
Desktop and laptop break/fix experience.
Experience using a ticketing system such as ServiceNow or similar.
Comfortable providing both remote and on-site support.
Willingness to travel to warehouses as needed.
Strong documentation habits for tickets, fixes, and procedures.
Ability to work independently with minimal supervision.
Clear communication with non-technical users.
Reliable transportation and a valid driver’s license.
Comfort working in a warehouse or production environment.

Nice To Haves

Experience with Dell, HP, or Lenovo computers.

Responsibilities

Provide first-level IT support by phone, email, or in person.
Diagnose and resolve hardware and software problems.
Install, configure, and maintain computer systems, printers, and related peripherals.
Assist with setting up new user accounts and workstations.
Maintain inventory of IT equipment and supplies.
Monitor network performance, conduct routine maintenance, and perform system updates.
Train and support staff on software applications and IT policies.
Document issues and resolutions to build a knowledge base and support future troubleshooting.
Ensure data security protocols are followed, including backups and encryption.
Collaborate with IT professionals on infrastructure projects and improvements.
Stay current on emerging technologies and IT support best practices.
Provide on-site and remote support across Sprout locations and to work-from-home users.
Travel to warehouses as needed.
Support IT projects under the direction of the IT Manager by completing assigned tasks and maintaining accurate tickets, documentation, and asset records.