Role Summary

The IT Support Specialist is the first point of contact for employees who need technical help. This role focuses on quick, friendly support for everyday IT issues — user accounts, devices, printers, email, and core applications — so people can stay productive. This role will handle face-to-face and remote support, triage and resolve SOC and NOC alerts, and know when to escalate. Success in this role looks like clear communication, solid troubleshooting, and a genuine willingness to learn from feedback and from more senior team members. In addition to the Tier 1 support, we are looking for someone to advance our technology with different technologies, including but not limited to Entra, Telephony and/or Intune/Autopilot.

Key Responsibilities

• Own Level I/II tickets for user account issues (password resets, account unlocks, access changes under guidance).
• Troubleshoot and resolve user device issues for Windows 11 laptops/desktops, Mac devices, thin clients, and mobile devices.
• Diagnose and resolve printer, scanner, and peripheral problems, including connectivity and driver issues.
• Support email and application issues (Outlook, Teams, Office / Microsoft 365, and line-of-business applications).
• Use remote support tools to assist users; provide clear, non-jargon explanations of what you are doing and why.
• Handle assigned SOC and NOC alerts by following established SOPs and runbooks; gather logs and escalate clearly when needed.
• Install and update approved applications and agents on user devices following standard deployment procedures.
• Keep accurate documentation in the ticketing system, including problem description, steps taken, and resolution.
• Contribute to knowledge base articles, FAQs, and quick-reference guides for common issues.
• Collaborate with other team members, ask for help early on complex issues, and share what you learn back with the team.

Skills & Experience

Required

• 7+ years in a help desk, desktop support, or customer-facing technical role.
• Hands-on experience supporting Windows 10/11, Microsoft 365, and standard business applications.
• Comfortable troubleshooting device issues (performance, connectivity, login problems) and basic network/Wi-Fi/VPN issues using simple tools and checklists.
• Excellent verbal and written communication skills; able to listen carefully, summarize issues, and set expectations with non-technical users and senior management.
• Strong problem-solving and troubleshooting skills with a structured approach rather than guesswork.
• Some exposure to scripting (PowerShell or similar) and an interest in automating repetitive tasks over time.
• Customer-service mindset: calm under pressure, follows through on commitments, and keeps users updated without being prompted.
• Naturally helpful and team-oriented; open to coaching and comfortable asking questions when unsure.
• Ability to develop training materials and train fellow technicians as well as end users to drive adoptability.
• Must bring high energy and strong collaboration tools to the team and business.

Identity / Entra ID (Required)

• Working knowledge of Microsoft Entra ID (Azure AD) including user provisioning, group membership, MFA/SSPR support, Conditional Access basics, and troubleshooting identity/login issues.
• Ability to perform day-to-day identity operations such as account creation, access adjustments, license assignments, and hybrid identity troubleshooting under guidance.

Telephony / Teams Voice Migration (Required)

• Exposure to telephony/VoIP systems with hands-on experience supporting or assisting in migrations to Microsoft Teams Voice or other similar platform migrations.
• Familiarity with number porting, call flow basics, voicemail setup, and troubleshooting Teams calling issues (headsets, devices, call quality, connectivity).
• Ability to work with senior engineers during telephony cutovers, documenting issues, validating call routing, and supporting end users during transitions.
• Teams room support, configuration and troubleshooting in additional to experience with other Video Conferencing/Video call platforms to be able to drive a forward thinking vision towards a robust and simplistic end user experience.

Microsoft Intune / Autopilot

• Experience configuring and managing Microsoft Intune for device compliance, configuration profiles, application deployment, and security baselines to support a fully managed Windows environment.
• Hands-on ability to design and maintain Windows Autopilot provisioning workflows, including hardware registration, deployment profiles, and zero-touch onboarding for new devices.
• Strong understanding of Windows Update for Business and Intune patching policies to ensure timely, automated OS and application updates across the fleet.
• Experience monitoring device health, troubleshooting enrollment issues, and optimizing lifecycle processes to support a scalable, cloud-managed endpoint environment.

Preferred

• Some college coursework in Information Technology or a related field, technical training, or equivalent practical experience.
• Certifications such as CompTIA A+, Network+, Microsoft fundamentals, ITIL.
• Experience with ITSM ticketing systems.
• MSP experience supporting organizations with similar size and complexity of IT infrastructure.

Work Conditions

• Full-time role based in Little Rock, AR.
• Standard business hours with occasional after-hours work as needed for support, maintenance, and on-call rotation.

Perks and Benefits at Priority Wire and Cable

• Competitive salary - Qualifications and experience may lead to a higher salary range.
• Medical Insurance with premiums paid at 100% for employee AND dependents
• Dental Insurance 100% paid for Employee
• Vision Insurance
• HSA with Employer Contributions
• Life Insurance
• Short Term Disability
• 401(k) Plan
• Profit Sharing: Typical annual contribution of 15% of total eligible compensation
• Paid Holidays AND PTO
• Cancer, Critical Illness and Accident Policies available

Additional Information

Candidates must be 18 years or older with the ability to understand and adhere to all job requirements and safety guidelines.

Previous Wire & Cable experience is a plus.

Priority Wire & Cable is interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor, or take over sponsorship, of employment visas.

Priority Wire and Cable is an Equal Opportunity Employer to include women, minorities, veterans, persons with disabilities, color, sex, sexual orientation, gender identity, religion, origin, and genetic information.