IT Support Specialist

Job DetailsJob Location: Dallas Headquarters - Plano, TX 75093Position Type: Full TimeFull-time position available with Haworth’s largest, global contract furniture dealer. Established in 1981, we are a 2nd generation, family-owned company looking for the ideal candidate to join our team. Job Description: The IT Support Specialist is responsible for providing technical assistance and support to end-users experiencing technical issues with hardware, software, and various computer systems. This role requires excellent communication skills, problem-solving abilities, and a customer-centric approach to ensure efficient and effective issue resolution. The IT Support Specialist will work closely with both technical and non-technical users to diagnose, troubleshoot, and resolve technical problems, thereby contributing to the overall productivity of the organization. The IT Support Specialist plays a critical role in ensuring the smooth operation of an organization's technology infrastructure by providing timely and effective technical support to end-users. This position requires a combination of technical expertise, interpersonal skills, and a dedication to delivering exceptional customer service.   Technical Support: Respond to incoming requests for technical assistance via various communication channels (phone, email, chat, ticketing system). Diagnose and troubleshoot hardware, software, network, and system issues reported by end-users. Provide step-by-step instructions and guidance to users for issue resolution. Escalate complex or unresolved issues to higher-level support teams, as required. Issue Resolution: Log all support interactions, including problem description, troubleshooting steps, and solutions provided, in the ticketing system. Prioritize and manage multiple support requests to ensure timely and accurate resolutions. Maintain a high level of ownership and accountability for issue resolution from start to finish. User Training and Education - Educate users on basic troubleshooting techniques and self-help resources to empower them to resolve common issues independently. Create and update user-friendly documentation and knowledge base articles for frequently encountered problems. Hardware and Software Maintenance: Install, configure, and update software applications, operating systems, and device drivers. Assist with hardware setup, installations, and replacements. Collaborate with IT team members to ensure software and hardware components are up to date and secure. Communicate technical information to non-technical users in a clear and understandable manner. Provide regular updates to users on the status of their support requests. Collaborate with other IT team members to share information about recurring issues and potential improvements. Assist IT team with deployment of new or updated hardware and software across multiple office sites. Experience with VMWare and Windows Server preferred.   User Account Management: Assist with user account creation, password resets, and access management. Ensure compliance with security protocols and policies when granting or revoking user access. Identify trends in technical issues and recommend process improvements to minimize future incidents. Stay current with industry trends, new technologies, and best practices in IT support. Key Responsibilities:  Provide Tier 1 and Tier 2 technical support for end users across multiple office locations. Troubleshoot and resolve hardware, software, network, printer, and mobile device issues. Manage onboarding and offboarding activities, including account creation, permissions, and equipment setup. Deploy, configure, and maintain Windows workstations, laptops, and peripherals. Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint. Manage user accounts in Active Directory, Azure AD, and other business systems. Respond to and track help desk tickets while maintaining excellent customer service. Assist with endpoint management, software deployments, patching, and security initiatives. Create and maintain IT documentation, knowledge base articles, and support procedures. Coordinate with vendors and escalate issues when necessary. Assist with IT projects, office technology deployments, and infrastructure upgrades.                                                                                                                     .,. Support cybersecurity awareness programs and help identify potential security threats. Maintain IT asset inventory and equipment lifecycle records. Build strong relationships with employees and serve as a trusted technology resource. QualificationsIdeal Candidate Traits: Strong customer service and communication skills. Excellent troubleshooting and problem-solving abilities. Highly organized with strong attention to detail. Self-motivated and able to work independently. Quick learner who can adapt to new technologies. Knows when to escalate issues and collaborate with senior IT staff. Takes ownership of issues from start to finish. Qualifications: High school diploma or equivalent; bachelor's degree in a related field is a plus. Proven experience in technical support or customer service, preferably in a help desk environment. Strong problem-solving and analytical skills. Excellent communication skills, both verbal and written. Proficiency with desktop operating systems including Windows and macOS, and common desktop software applications. Working knowledge of computer hardware and networking concepts. Ability to work independently and collaborate effectively with cross-functional teams. Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL are advantageous.