IT Support Specialist II

Company: EDI Specialists, Inc.
Location: Fort Worth
Posted on: February 12, 2025

Job Description:

The IT Support Specialist (II) is responsible for providing primary technology support to the end-user community at our company. This role requires a robust background in endpoint, network, and general technology support, coupled with excellent problem-solving skills and a strong commitment to customer service. The position will also support IT departmental projects and continuous improvement efforts to ensure that IT is a value-added partner within our organization.

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Duties and Responsibilities (5% Plan, 20% Build, 75% Run) : Deliver high-quality customer service, maintaining professionalism in all interactions and serving as the first-line support for technical issues initiated by end users via phone, email, web portal, or in-person walk-up
Diagnose and troubleshoot software, hardware, and network issues for desktops, laptops, peripherals, mobile phones, printers, telephones, and operational equipment
Support software and equipment, including installation, configuration, updates, upgrades, replacements, and maintenance activities
Prepare and complete onboarding and offboarding of end users
Assist in maintaining the digital surveillance system
Troubleshoot Office 365 related applications
Assist in the management of Apple-related products (laptops, phones, and tablets)
Guide users through step-by-step incident resolution remotely or in person, offering proactive advice for preventing future issues
Document, track, and monitor incidents via the IT Service Management Platform to ensure incident resolution meets Service Level Agreements (SLA)
Support operational technology equipment, including production labeling systems, label printers (Client), scales, and Client barcode scanners
Provide basic training to end-users on IT equipment and best practices
Collaborate with other IT team members to address complex issues and enhance overall department capabilities
Support asset management including tracking, inventory, storage, and audits, to ensure accuracy and maintainability
Regularly maintain and update technical documentation
Participate in various projects aimed at improving IT systems and processes
Travel to different offices, as necessary, to provide comprehensive IT support
Participate in a rotating after-hour support schedule (low incidence environment)
Other duties as assigned


Qualifications and Experience:

AA/AS or BA/BS preferred; HS Diploma or GED required
CompTIA A+, Network+, or Security+ certifications preferred
Minimum 3 years of experience installing, configuring, and maintaining hardware components in a network infrastructure and supporting (50+ users)
Strong attention to detail; passion for accuracy and granular details
Ability to prioritize effectively and meet multiple deadlines
Critical thinking: proactive identification of solutions rather than stating problems
Proficiency in ticketing systems and Help Desk protocols
Key Role Competencies: Communication, Interpersonal Skills, Critical Thinking, Customer Focus, Prioritization
Understanding and implementation of PC hardware and software troubleshooting
Ability to configure and troubleshoot basic switching and routing equipment
Experience supporting corporate users with Microsoft products (Mac products optionally)
Excellent customer service skills and a strong desire to help people
Excellent oral and written communication skills
Ability to work independently as well as part of a team
Ability to work on multiple projects at once
Accustomed to learning new skills and software

Benefits Overview:

Holiday Pay
Paid Time Off
Health Insurance
Vision Insurance
Dental Insurance
Accident Insurance
Life Insurance
Flexible Spending Account (FSA)
401k

Keywords: EDI Specialists, Inc., Fort Worth , IT Support Specialist II, Other , Fort Worth, Texas