IT Support Specialist- Tier I at Edge Communications

Plano, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

26 May, 26

Salary

25.0

Posted On

25 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Desktop Support, Troubleshooting, Issue Resolution, OS Updates, Patch Management, Incident Escalation, Ticketing System Documentation, Network Administration, User Account Permissions, Active Directory, Customer Service, Problem-Solving, Windows Desktop, Windows Server, O365, Exchange

Industry

IT Services and IT Consulting

Description

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.

Responsibilities

The specialist will serve as the primary point of contact for customers needing technical assistance, remotely troubleshooting desktop, printer, and connected device issues, and resolving hardware and software configuration problems. They will also manage OS updates, perform first-level incident identification and escalation, and document all work in a support ticketing system.