IT Support Specialist- Tier I
Edge Communications
- Location
- Onsite (Plano, TX)
- Employment
- Full-time
- Level
- Entry Level
About the Role
Edge Communications seeks a Tier I IT Support Specialist to provide desktop support and technical assistance to commercial customers. The role involves troubleshooting hardware and software issues, managing user accounts, and ensuring satisfactory issue resolution.
Skills
Benefits
- Medical coverage
- Dental coverage
- Vision coverage
- 401(k) retirement plan
- Paid time off
- Short-term disability
- Long-term 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.