Support Specialist (2879)

Who We Are

Aldridge is a leading Managed Service Provider (MSP) offering scalable IT and cybersecurity solutions to fast-growing, small to mid-market businesses in the US. Founded in 1984, this private equity-backed company is a technology management consulting, and outsourcing firm that provides best-fit solutions through a tailored approach and local relationships. With offices in Houston, Dallas, Fort Worth, San Antonio, Alexandria, Monroe and Seattle, the company’s unwavering dedication, superior technical expertise, and keen understanding of business processes have transformed it into a trusted partner for its clients. With a strong reputation for delivering high-quality services, Aldridge is committed to helping its clients optimize their technology infrastructure and achieve their business goals.

Support Specialist

Aldridge is a forward-thinking organization committed to delivering innovative technology solutions and exceptional service to our clients. We are seeking a customer-focused Support Specialist to join our team as the first line of technical support for our clients. This is an excellent opportunity for an early-career technician who is eager to develop technical expertise, build great client relationships, and grow within a collaborative MSP environment.

Position Overview:

The Support Specialist is the first point of contact for end-user technical issues and plays a critical role in delivering a fast, professional, and high-quality client experience. Working from a defined queue of tickets, the Support Specialist resolves day-to-day issues across a defined scope of common end-user technologies, with guidance and oversight from more experienced teammates and the Team Lead/Support Manager.

This role is ideal for a technician with foundational MSP or help desk experience who is ready to sharpen their troubleshooting skills, build core technical knowledge, and consistently deliver against ticket and CSAT expectations. The Support Specialist is expected to follow defined processes, ask for help early, and steadily grow toward independent ownership of their assigned ticket scope.

Key Responsibilities:

• Provide technically accurate, user-friendly solutions to common end-user requests via phone, remote session, and ticket.

• Handle Active Directory tasks such as user creation, password resets, group membership changes, and permission adjustments under defined procedures.

• Troubleshoot and resolve printer, peripheral, and basic connectivity issues to keep users productive.

• Address routine email issues, including mailbox access, distribution lists, and basic Outlook/Microsoft 365 client problems.

• Provide first-line application support for commonly used business software, escalating non-standard issues as needed.

• Diagnose straightforward technical issues across Windows, Microsoft 365, and standard business applications, escalating complex issues per process.

• Maintain accurate, timely, and complete ticket documentation, including clear problem descriptions, troubleshooting steps, and resolutions.

• Meet or exceed defined utilization, CSAT, and ticket-handling targets.

• Occasionally travel onsite to perform tasks that cannot be completed remotely.

• Perform other duties as assigned to support the team and broader department objectives.