Technical Support {Plano, TX}

Description

Technical Support / Customer Support & Advocate Specialist (Intermediate) Job ID: 102895-1

Job Title: Technical Support - Intermediate

Location: Plano 1, 1st Floor (31061-0100), Plano, TX

Duration: Approximately 6 Months

Openings: 1

Position Overview We are seeking a customer-focused Technical Support / Customer Support & Advocate Specialist to join our team in Plano, TX. This role is responsible for providing exceptional technical support, assisting with Service Desk operations, and delivering outstanding end-user experiences. The ideal candidate will possess strong communication skills, technical troubleshooting expertise, and a collaborative mindset.

Key Responsibilities

• Support Service Desk operations by actively handling intake calls and support requests.
• Deliver high-quality, customer-focused technical support to end users.
• Communicate effectively through both written and verbal channels.
• Participate in cross-training initiatives and knowledge-sharing efforts with team members.
• Contribute to operational readiness activities and process improvement initiatives.
• Escalate issues and manage communications appropriately when needed.
• Identify skill gaps and proactively pursue professional development opportunities.
• Collaborate closely with the Site Lead and serve as a backup when delegated.
• Work cross-functionally with peers to ensure efficient support and service delivery.

Required Qualifications

• High School Diploma, GED, or equivalent certification.
• Minimum 1 year of experience in technical support and system administration.
• Minimum 1 year of experience providing remote technical administration and end-user support.
• Minimum 1 year of experience supporting Windows 10 environments.
• Minimum 1 year of experience using ticketing and incident management tools such as Zendesk, HPSM, or ServiceNow.
• Strong customer service, troubleshooting, and communication skills.

Preferred Qualifications

• Bachelor's Degree in Business, Information Systems, Computer Science, or equivalent military experience.
• 1+ years of experience with Active Directory administration and integration.
• 1+ years of experience with IT service management processes, including change, incident, and problem management.
• 1+ years of experience with virtualization technologies, including VMware Fusion and ESX.
• 1+ years of macOS Server administration experience.
• 1+ years of experience supporting macOS environments, including High Sierra or earlier.
• 1+ years of experience with endpoint management platforms such as JAMF Casper Suite or SCCM.
• 1+ years of experience supporting productivity tools on Mac systems, including Microsoft Office, Lync, or Skype.
• Experience supporting 100+ Mac end users in an enterprise environment.
• Experience with image deployment, software/system testing, encryption, and security tools such as McAfee across Windows and macOS platforms.
• Apple certifications preferred.

Desired Skills

• Strong customer advocacy and problem-solving abilities.
• Ability to work independently and collaboratively in a fast-paced support environment.
• Excellent organizational and time-management skills.
• Commitment to continuous improvement and operational excellence.
• Experience working in enterprise IT support environments.