IT Support Specialist- Tier I

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.