Technical Support; Plano, TX

Position: Technical Support {Plano, TX}
Location: Franklin

Description

Technical Support / Customer Support & Advocate Specialist (Intermediate) Job
-1

Job Title:

Technical Support - Intermediate

Location:

Plano 1, 1st Floor ), Plano, TX

Duration:
Approximately 6 Months

Openings: 1

Position Overview We are seeking a customer-focused Technical Support / Customer Support & Advocate Specialist to join our team in Plano, TX. This role is responsible for providing exceptional technical support, assisting with Service Desk operations, and delivering outstanding end-user experiences. The ideal candidate will possess strong communication skills, technical troubleshooting expertise, and a collaborative mindset.

Key Responsibilities

* Support Service Desk operations by actively handling intake calls and support requests.

* Deliver high-quality, customer-focused technical support to end users.

* Communicate effectively through both written and verbal channels.

* Participate in cross-training initiatives and knowledge-sharing efforts with team members.

* Contribute to operational readiness activities and process improvement initiatives.

* Escalate issues and manage communications appropriately when needed.

* Identify skill gaps and proactively pursue professional development opportunities.

* Collaborate closely with the Site Lead and serve as a backup when delegated.

* Work cross-functionally with peers to ensure efficient support and service delivery.

Required Qualifications

* High School Diploma, GED, or equivalent certification.

* Minimum 1 year of experience in technical support and system administration.

* Minimum 1 year of experience providing remote technical administration and end-user support.

* Minimum 1 year of experience supporting Windows 10 environments.

* Minimum 1 year of experience using ticketing and incident management tools such as Zendesk, HPSM, or Service Now.

* Strong customer service, troubleshooting, and communication skills.

Preferred Qualifications

* Bachelor's Degree in Business, Information Systems, Computer Science, or equivalent military experience.

* 1+ years of experience with Active Directory administration and integration.

* 1+ years of experience with IT service management processes, including change, incident, and problem management.

* 1+ years of experience with virtualization technologies, including VMware Fusion and ESX.

* 1+ years of macOS Server administration experience.

* 1+ years of experience supporting macOS environments, including High Sierra or earlier.

* 1+ years of experience with endpoint management platforms such as JAMF Casper Suite or SCCM.

* 1+ years of experience supporting productivity tools on Mac systems, including Microsoft Office, Lync, or Skype.

* Experience supporting 100+ Mac end users in an enterprise environment.

* Experience with image deployment, software/system testing, encryption, and security tools such as McAfee across Windows and macOS platforms.

* Apple certifications preferred.

Desired Skills

* Strong customer advocacy and problem-solving abilities.

* Ability to work independently and collaboratively in a fast-paced support environment.

* Excellent organizational and time-management skills.

* Commitment to continuous improvement and operational excellence.

* Experience working in enterprise IT support environments.