IT Support Specialist

2 weeks ago


Dallas, Texas, United States Resource Logistics Full time

Core Competencies: Desktop (Windows PCs/Laptops)

Additional Skills: Microsoft O365 Suite, Mac OS and mobile applications, remote desktop solutions

Responsibilities and Duties:
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We are seeking a skilled Level 2 IT Support Specialist to become a part of our technical team at Resource Logistics.

The ideal candidate will deliver advanced technical assistance to users, managing escalated issues and ensuring the seamless functionality of computer systems, hardware, networks, and applications.

Key Responsibilities:

  • Advanced Technical Assistance: Provide Level 2 support for intricate hardware, software, and network challenges. Aid in troubleshooting and resolving escalated requests from Level 1 support.
  • Issue Resolution: Evaluate and address complex technical issues, collaborating with other IT departments as needed. Identify patterns and propose long-term solutions to recurring problems.
  • System Management: Conduct installation, configuration, and upkeep of desktop and laptop systems, software applications, and peripherals.
  • Network and Security: Support network connectivity challenges, execute network troubleshooting, and ensure adherence to security protocols and policies.
  • Record Keeping: Maintain comprehensive documentation of support activities, solutions, and best practices. Create and revise technical documentation and user manuals.
  • Training and Development: Offer guidance and training to Level 1 support personnel. Share knowledge and expertise to improve the overall efficiency of the support team.
  • Customer Engagement: Provide outstanding customer service by communicating effectively with users, understanding their requirements, and delivering timely solutions.
Qualifications:

  • Education: Bachelor's degree in Computer Science, Information Technology, or a related discipline, or equivalent professional experience.
  • Experience: A minimum of 2-3 years of experience in desktop support or a related IT role, with an emphasis on Level 2 support.
Technical Proficiencies:

  • Proficient in Windows and macOS operating systems.
  • Strong understanding of Microsoft O365 Suite and mobile applications, remote desktop tools, and IT service management ticketing systems.
  • Familiarity with MacOS and iOS platforms.
  • Knowledge of network protocols and troubleshooting methodologies.
  • Experience with Active Directory and user account management.
  • Experience with audio/visual equipment for conference rooms.

Recommended Certifications:
Relevant certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or similar are advantageous.

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Interpersonal Skills:


  • Ability to thrive in a fast-paced corporate environment.
  • Excellent problem-solving and analytical capabilities.
  • Strong communication and interpersonal skills.
  • Ability to work independently and collaboratively within a team.
  • Customer-oriented mindset with a dedication to quality service.


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