IT Support Specialist- L1 (12pm- 9pm)

IT Support Specialist – L1

Reports to: IT Support Supervisor

Location: Plano – In Office

Shift: Monday - Friday; 12pm- 9pm

Company Description

Edge Communications delivers end-to-end technology solutions that transform complex business challenges into streamlined, innovative opportunities. Edge offers a comprehensive suite of IT services. Our approach integrates complex network design, cyber security, procurement, deployment, and management, enabling our clients to focus on their core business operations rather than their technology infrastructure.

At the heart of our mission is a commitment to empowering customers with the tools and services necessary to deliver exceptional experiences to their clients. By combining our expertise in network and data security, sophisticated network operations, and cloud-based communications, Edge provides intelligent, proactive technology strategies that are adaptable, reliable, and accountable. With a foundation built on passion, integrity, and unity, Edge Communications is a leading partner in business technology services.

Position Description

Provide Tier 1 IT desktop support and hospitality-related third-party vendor platform support to Edge’s commercial customers.

Primary Responsibilities:

• Serve as the first contact with customers who need technical assistance.

· Remotely assist users with desktop, server, 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 resolution is complete and satisfactory.

Other Responsibilities

· Assist in creating knowledgebase 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.

Required Skills & Experience

· 2-3 years of IT customer support experience.

· Knowledge of Windows desktop and server operating systems.

· Knowledge of 0365, Active Directory, and Exchange.

· Familiarity supporting (not engineering) TCP/IP, cables, IP phones, workstation connectivity, printer connectivity, and Active Directory administration.

· Preferred familiarity with hospitality platforms such as Property Management Systems (PMS); Point of Sale (POS); Revenue Management; key card systems, Building Management, HotSOS, Saflok, InnComm, etc.

· Strong customer service and problem-solving skills including the ability to provide diligent, prompt, and courteous responses to users’ questions or issues.

Benefits

Edge Communications recognizes and appreciates our team members' hard work and dedication. We offer a competitive compensation package, including a comprehensive suite of health benefits such as medical, dental, and vision coverage. We are committed to fostering your professional development and paving the way for your future advancement within the company. Our aim is to cultivate an optimal work environment where learning and growth are integral to our shared journey. We emphasize a team-oriented atmosphere that promotes collaboration and innovation, ensuring every employee has the opportunity to play a pivotal role in shaping our processes, strategic decisions, and organizational culture.