IT Support Specialist

4 weeks ago

New Braunfels, United States Perry Homes Full time
Job Title: IT Support Specialist I

Job Summary:

We are seeking an experienced IT Support Specialist to join our team at Perry Homes. As an IT Support Specialist, you will be responsible for providing technical support to our users, troubleshooting issues, and ensuring that our IT systems are running smoothly.

Key Responsibilities:

  • Monitor incoming service requests and ensure that they are logged properly and promptly in ServiceNow.
  • Provide technical support to our users, including on-site support in Austin and San Antonio, and remote support to our Houston and Dallas General Offices.
  • Troubleshoot and resolve technical issues related to internet and network connectivity, mobile operating systems, and Microsoft programs and services.
  • Deploy computers using Microsoft Intune and autopilot, and perform computer repairs and maintenance.
  • Install and support 3rd party software tools, including Autodesk products and Adobe Creative Cloud.
  • Participate in hardware and software rollout projects, and serve as a liaison to the Service Desk Team.
  • Collaborate with the Service Desk Team to promote cross-training and improvement of skills, and provide new hires with basic introduction to network resources.
  • Assist in creating and maintaining ServiceNow knowledge base articles, and audit and manage computer assets.
  • Responsible for completing and following through with assigned tasks and projects within specified timelines.
  • Available to travel to Houston and Dallas with little notice for important assignments and events.
  • Assist with monitoring of ServiceNow ITIL dashboard and Service Desk queues and reports.

Requirements:

  • High School Diploma or equivalent required; Associates Degree in IT-related field preferred.
  • At least 5 years of relevant support role experience.
  • Familiarization with IT Service Manager (ITSM) required, ServiceNow experience preferred.
  • Understanding of IT Service Desk practices with strong emphasis on customer service.
  • ITIL training and ability to implement successful processes.
  • Ability to analyze critical tasks, assess severity of the issue, and respond to users request in a timely fashion.
  • Understanding of network wiring and small office network configurations.
  • Familiarity with Microsoft Azure AD Joined and Hybrid Joined.
  • Basic knowledge and familiarity with Microsoft Endpoint Manager Admin Center and Azure Active Directory Admin Center and Secure Group.
  • Experience working with Azure Active Directory managing user and devices.
  • Experience working with Active Directory managing user accounts and access.
  • Support experience of Microsoft Office 365 products such as Word, Excel, PowerPoint, and Outlook.
  • Support experience of Autodesk products such as AutoCAD, AutoCAD LT, Civil 3D, and 3DS MAX.
  • Support experience of Adobe products such as Creative Cloud, Photoshop, Illustrator, InDesign, and Adobe Professional.
  • Experience setting up and troubleshooting Xerox, Sharp, Epson and Brother multifunction devices.
  • Current, valid Drivers License and reliable transportation.
  • Ability to lead and mentor others through best practices.
  • Ability to work under minimal supervision.

Work Availability:

  • Regular, predictable attendance is an essential function of this position.
  • Must be regularly available and willing to work at least full workdays from Monday through Friday and such other hours as the Company determines are necessary or desirable to meet business needs.
  • This position also requires periodically being available to support local and field users after hours, weekends (on call) and Holidays. The employee may be on call an average of one week per month.
  • While on call, the employee will need to answer telephone calls from the Companys computer users to the Companys Service Desk line, which the employee will forward to his or her personal phone line. Generally speaking, the employee should return any missed calls within one hour if possible. The employee will be free to engage in personal activities while on call. The employee will not need to answer calls between the hours of 10 p.m. and 7 a.m.
  • The employee will exercise discretion to determine the appropriate response and urgency of the users request. If the employee is unable to resolve the users request over the phone, the employee will establish with the user an appropriate response time frame. If the employee is unable to meet the users schedule, the employee should call other employees in the IT department for assistance in responding to the request for help.
  • Time spent on tasks such as talking to computer users, troubleshooting, and providing user support will be compensable, as will any associated travel time that may be necessary.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.


  • While performing this job, the employee may occasionally be required to stand; use hands to finger, handle, or feel; write; sit; use a computer; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk and hear; and lift and/or move up to 25 pounds. The employee may rarely lift and/or move up to 40 pounds. Specific vision abilities required by this job include visual perception, depth perception, and the ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.


  • While performing the duties of this job, the employee typically works in an air conditioned office environment; however, on occasion, the employee must go outside the office and may be in non-air conditioned environments for short periods of time.

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