IT Support Associate

This is a full time, on-site position in Carrollton, TX.POSITION OVERVIEW 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.

KEY RESPONSIBILITIES Help desk: you own itSet 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

First response and triage

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

Keeping things from breaking

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).QUALIFICATIONS1+ 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 PREFERRED QUALIFICATIONSCompTIA 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 WHAT SUCCESS LOOKS LIKEFirst 30 days Learn our environment alongside a senior team member: devices, accounts, network, and the main business systems

Resolve routine help-desk tickets on your own First 60 days

Own the…