IT Support Specialist- Tier I
Edge Communications
- Location
- Onsite (Plano, TX)
- Compensation
- $23 - $25/hr
- Employment
- Full-time
- Level
- Entry Level
About the role
Edge Communications provides integrated managed voice, data, and IT systems for business and hospitality clients. This role serves as the primary technical support contact for commercial customers, handling desktop, network, and software troubleshooting.
Skills
Benefits
- Medical
- Dental
- Vision
- 401(k)
- PTO
- Disability
- Life insurance
Full job details
Description
Department: IT Services
Reports to: ITS Supervisor
Location: Corporate Office - Plano
Company Description:
Edge is a provider of integrated, managed voice, data technology systems, and services for business.
Position Description:
Provide Tier I IT desktop support and hospitality-related third-party vendor platform support to Edge’s commercial customers.
Primary Responsibilities:
- Serve as the primary point of contact for customers requiring technical assistance.
- Remotely assist users with desktop, printer, and other connected device troubleshooting.
- Perform troubleshooting and issue resolution for shared resource access, hardware, and software configurations.
- Perform OS and other software and firmware updates and patch management.
- First-level identification and escalation of major incidents using the approved IT escalation processes.
- Document all work performed through a support ticketing system and effectively track and route incidents to the appropriate teams within IT.
- Perform network administration functions, user account permissions, and Active Directory changes.
- Follow up with clients to ensure issue resolution is complete and satisfactory.
Other Responsibilities:
- Assist in creating knowledge base articles, checklists, and FAQs.
- Willingness to learn industry-specific and proprietary management systems.
- Flexibility and willingness to work holidays, longer hours on a case-by-case basis, and other shifts as required.
- Accommodate occasional shift changes based on coverage requirements and special events.
Requirements
Required Skills & Experience:
- Knowledge of Windows desktop and server operating systems, 0365, Active Directory, and Exchange.
- Strong customer service and problem-solving skills, including the ability to respond diligently, promptly, and courteously to users’ questions or issues.
Benefits:
As a full-time employee, you’ll receive a competitive salary along with a comprehensive benefits package. This includes medical, dental, and vision coverage, a 401(k) retirement plan, paid time off (PTO), short-term/long-term disability, life insurance, and opportunities for professional growth. We’re committed to fostering a collaborative and supportive work environment where you’re encouraged to contribute and grow with the company.