IT Support Associate

Job Details:

Job Location:

Carrollton, TX - CARROLLTON, TX 75010, Job Category:
Information Technology, This is a full time, on-site position in Carrollton, TX.

DC International is the parent company of two direct-to-consumer eCommerce brands, Leatherology and Coverstore. We're adding a new IT Support Associate to our IT team.

You'll be the first person our employees reach when they need help: a laptop that won't connect, a new hire who needs accounts by Monday, a warehouse label printer that stopped printing, an order screen showing an error. You'll own the help desk end to end and fix most requests yourself. For problems that need a specialist, you'll get them to the right one quickly, with a clear description of what's broken and who it's affecting.

Our goal is that every request gets a response from a real person within minutes, not hours, and you are how we get there.

This is an entry-level role with real training behind it. A senior member of the IT team will train you on our systems, and the role has room to grow into systems administration, infrastructure, and project work. We're an AI-forward team: you'll use AI tools like Claude every day to troubleshoot, write documentation, and automate repeat work.

• Set up and remove accounts and access across Microsoft 365, Business Central, Shopify, Jira, and Airtable, including new-hire setup and same-day departures
• Manage software licenses and keep them matched to the people who actually need them
• Set up, troubleshoot, and track laptops, monitors, docks, printers, and warehouse handhelds and label printers
• Install software and help people get unstuck in everyday tools (Outlook, Teams, Excel)
• Keep the hardware asset inventory current and handle vendor warranty repairs
• Close every ticket with a short note on what was wrong and what you changed

• Watch the support queue during business hours and respond to new requests quickly
• Fix what you can on the spot. For business-system problems (Business Central, warehouse, website), hand off to the right specialist within minutes, not after hours of digging, with the impact written down
• Know when a request is bigger than a quick fix, and get it to the person who sets priorities with the facts they need to decide
• Turn hallway questions and chat messages into tickets, so nothing depends on one person's memory or inbox

• Run a maintenance calendar covering patches, firmware and handheld updates, certificate and key expirations, and conference-room and warehouse-station checks
• Help turn automated system alerts into tracked tickets, so they don't depend on who happened to see the email
• Write and maintain runbooks in Markdown, written so both teammates and our AI tools can use them, so recurring problems get solved faster each time
• Turn repeat fixes into reusable AI skills and automations the whole team can use

Systems you'll work with:
Microsoft 365 (Exchange Online, Teams, SharePoint), Entra  Intune, Windows 11, Dynamics 365 Business Central, Shopify, Jira Service Management, Airtable, Cisco/Fortinet networking, and Claude (including Claude Code skills and plugins).

• 1+ year in IT support or help desk, or equivalent experience (coursework, certifications, home lab, or a support role in another field)
• Comfortable with Windows 11, Microsoft 365, and PC hardware troubleshooting
• Basic networking knowledge (IP, DNS, DHCP, Wi-Fi)
• Clear writing: your ticket notes and runbooks are what the rest of the team relies on
• Comfortable using AI assistants (Claude, ChatGPT, Copilot, or similar) as an everyday work tool, and in the habit of checking their answers rather than trusting them blindly
• Patient and friendly with people who are stuck and in a hurry
• Good at figuring out what someone actually needs, even when they can't describe the problem clearly
• Willing to say  I don't know yet  and find out, rather than guess

• CompTIA A+, or willingness to earn it within the first six months
• Experience with Entra  / Active Directory and Intune
• Experience with a ticketing system, ideally Jira Service Management
• Experience writing Markdown documentation, or building AI prompts, skills, or plugins
• Basic Power Shell
• Exposure to an ERP (Business Central or similar) or Shopify
• Tech support in a warehouse, retail, or distribution setting

• Learn our environment alongside a senior team member: devices, accounts, network, and the main business…