IT Support Specialist- Tier 1

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 1 IT desktop support and hospitality-related third-party vendor platform support to Edge’s commercial customers. 

Primary Responsibilities:

• Serve as the first contact with customers who need 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 knowledgebase 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. 

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.