IT Support Specialist- Tier I (Weekend)
Department: IT Services
Reports to: ITS Supervisor
Location: Corporate Office - Plano
Shift: Friday- Monday, 8 am- 7 pm
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.