IT Support Specialist

Key Responsibilities:

• Provide day-to-day help desk support to employees (in-office and field) by resolving issues like password resets, software issues, and connectivity problems with a friendly, patient approach.

• Onboard new hires by setting up their user accounts in Microsoft 365/Entra, provisioning hardware (like laptops), and ensuring they have all the tech they need from day one.

• Manage and prioritize support tickets using Desk365 (our ticketing system), keeping track of requests and making sure nothing slips through the cracks.

• Troubleshoot and support a mix of devices, including Windows 10/11 laptops and employee-owned iOS/Android mobile devices (BYOD), so everyone stays connected and productive.

• Support and administer key software tools – Oracle NetSuite (ERP), Paylocity (HR), Fleetio (fleet management), and Brivo (security access) – helping colleagues with login issues, basic troubleshooting, and liaising with vendor support if needed.

• Work with our IT infrastructure by using Intune to manage and secure devices and assisting with maintaining our Ubiquiti network (e.g. troubleshooting Wi-Fi or network connectivity issues) to keep the office running smoothly.

• Follow cybersecurity best practices in all your work (e.g. keeping software updated, watching out for phishing emails) and promote security awareness among employees to help keep company data safe.

• Document IT procedures and solutions clearly and thoroughly, creating how-to guides and troubleshooting notes so that the team has a solid knowledge base and repeat issues can be resolved faster.

Preferred Qualifications:

• Bachelor’s degree in Computer Science, Information Technology or equivalent experience.

• 1+ years of experience in desktop/network support.

• Hands on experience with Office 365 / Azure / Entra / Intune Administration.

• Strong knowledge of Windows 10/11 PC’s and familiarity with IOS/Android smartphones (BYOD is a plus).

• Understanding of fundamental networking concepts (Wi-Fi, addresses, VPN).

• Awareness of IT security best practices.

• Excellent problem-solving and troubleshooting skills.

• Strong communication and people skills.

• Reliability and onsite availability in Willis, TX.

• Organized and detail oriented.

• Relevant certifications are a plus (CompTIA A+, Network+, Security+).

Working Conditions:

• May require lifting of IT equipment (up to 40 lbs).

• Possible on-call availability for after-hours support.