Technical Support Specialist

IT Support Specialist

Location:

Benbrook, TX

Reports To:

Senior Manager IT Service Desk
Collaborates With: IT Team, Stores, Distribution Center, Corporate teams

Position Overview

The IT Support Specialist delivers hands-on and phone support to Tandy's corporate office, distribution center, and retail stores, and works as the Tier 2 resource for complex or high-priority issues. You will resolve tickets within SLA, provide white-glove service to corporate staff and executives, and keep warehouse scanning and label printing running through Zebra handhelds and printers.

The role also owns day-to-day quality in our ITSM system, supports a hybrid Active Directory/Microsoft Entra t with Intune and Ninjaone managed endpoints, handles Meraki and Cisco Catalyst troubleshooting, assists with automating repetitive work, and supporting our Point-of-Sale devices. It is a customer-facing role that suits someone with strong technical skills, a service-first mindset, and an interest in improving how IT support runs.

Key Responsibilities

• Work service desk incidents and requests, ensuring they are resolved within SLA and all work is properly documented in the ITSM tool.
• Provide hands-on and phone support for computers, peripherals, Point of Sale (POS) systems, and network equipment.
• Serve as a technical resource for complex or high-priority issues, performing advanced troubleshooting to identify and resolve root causes.
• Administer user accounts, permissions, and access controls within Microsoft Entra (Azure AD) and other Identity and Access Management (IAM) systems.
• Install, configure, and troubleshoot computer hardware, software, and mobile devices (Zebra, Apple, Android) managed via RMM/MDM.
• Deliver white-glove, high-touch support to corporate staff and leadership, including onboarding setup, desk-side visits, meeting room and Teams conferencing support, and proactive follow-up.
• Write knowledge base articles and promote self-service where appropriate.
• Administer and improve ITSM queues, request types, workflows, SLAs, automation rules, and reporting, and escalate trends to leadership.
• Contribute to IT projects impacting service desk operations, retail technology, and corporate systems.

Required Skills & Experience

• 4-6 years of hands-on IT support experience in a service desk or technical support environment.
• Hands-on experience supporting a hybrid Windows Active Directory and Microsoft Entra t, including identity and access management.
• Experience with, or direct participation in, a conversion or migration from hybrid Active Directory to Entra  configuring SSO.
• Experience with a MDM platform, preferably Microsoft Intune and Ninja One
• Exposure supporting Microsoft Dynamics 365 Business Central or similar ERP systems.
• Hands-on experience in a warehouse or distribution environment supporting Zebra handheld devices and Zebra printers, including basic printer maintenance.
• Demonstrated white-glove customer service experience supporting corporate staff and executives.
• Experience configuring and managing Cisco Meraki and Cisco Catalyst equipment, with solid networking fundamentals (TCP/IP, DHCP, DNS, VLANs, VPN, and Wi-Fi troubleshooting).
• Experience supporting Point of Sale (POS) systems and peripherals in a retail environment.
• Proficiency with Windows operating systems, Microsoft 365, and endpoint management.
• Excellent troubleshooting and problem-solving skills, with strong written and verbal communication and the ability to explain technical issues to non-technical users.
• Highly organized and detail-oriented, able to manage competing priorities in a fast-paced environment.

Preferred Qualifications

• Basic knowledge of firewalls, preferably Fortinet Forti Gate (policy review, VPN troubleshooting, and log analysis).
• Proficiency with IT Service Management tools (e.g., Fresh service, Jira Service Management) for ticket management and documentation.
• Previous experience in a multi-site retail or distribution center setting.
• Experience deploying and administering devices in a zero-touch environment.
• Demonstrated ability to build rapport with C-suite executives while delivering premium, white-glove support.
• Ability to train and support end users and collaborate across departments.
• Willingness to work occasional night and weekend shifts and serve as part of the on-call IT support rotation.