IT Support Specialist

Ideal Candidate: The IT Support Specialist provides first- and second-level technical support to office and warehouse teams across all three DGM locations-Houston, Dallas, and Atlanta-ensuring secure, reliable, and consistent IT operations company-wide. This role resolves technical issues, maintains endpoint health, supports Microsoft 365 and identity systems, and provides on-site assistance in warehouse and TSA-regulated areas as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Service Desk & Ticketing: Triage, prioritize, and resolve tickets; create/manage cases to closure; communicate clearly; escalate as needed
• Endpoints: Deploy and maintain laptops/desktops/peripherals/mobile phones (printers, scanners, handhelds); apply OS/firmware/app patches and plan hardware/software upgrades with minimal disruption
• Accounts & Access: Onboard/offboard users; manage SSO, MFA, and permissions in Entra /Azure AD and Microsoft 365
• Collaboration Tools: Support Microsoft 365 (mail flow, calendars, shared mailboxes, permissions, file access)
• Mobility & MDM: Enroll/manage devices in Intune (or equivalent); enforce compliance; remediate non-compliance; maintain accurate device inventory
• Security & Awareness: Monitor/respond to EDR/AV alerts; report incidents; support database/system security with IT leadership; assist with phishing simulations and user training
• Install and support IP security cameras and NVR systems
  :
  
  - Run and terminate Cat6 cable when needed (short runs only) - Mount/replace cameras as needed - Add cameras to the NVR, adjust angles, update firmware
• Ubiquiti Support - Deploy and maintain Ubiquiti wireless access points. Physically mount/replace APs on occasion (ladder/forklift provided) - Configure SSIDs, VLANs, and basic troubleshooting of Wi-Fi coverage issues
• Networking (User Edge): Support connectivity (TCP/IP, DNS/DHCP, VLAN/Wi-Fi), printers, and VPN; partner with Systems/Network Admins for escalations. Perform daily and weekly monitoring of servers, backups, Microsoft 365, Fortinet/Juniper firewall alerts, and Bitdefender security events
• Warehouse & Field Support: Provide on-site support for warehouse (rugged devices, Wi-Fi coverage, label printers, scales) following safety/PPE rules
• Secure-Site Compliance: Support access controls for secured/TSA-regulated areas; follow/enforce badging/vest and escort procedures
• Assets & Vendors: Track hardware/software inventory, warranties, and licenses; coordinate RMAs/repairs/service calls; manage deliveries/spares
• Documentation & Process: Document changes, issues, and resolutions; maintain how-tos
• T
  raining & Enablement: Set up/repair equipment; train users on new hardware/software
• Site Moves & New Hires: Support buildouts, site moves, and new-hire setups to day-one readiness
• On-Call/After
  - Hours:
  
  Participate in rotations for incidents, maintenance windows, and time-sensitive needs

CONFIDENTIALITY & DATA HANDLING

• Handles confidential and sensitive information (e.g., HR/personnel records, payroll/benefits data, medical/leave information, customer data, credentials) with strict discretion and need-to-know access only
• Follows all company policies on data classification, access control, acceptable use, and records retention, at all times
• Promptly report suspected or actual data loss, unauthorized access, phishing, or other security incidents per company procedures

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• 2-4 years of professional IT support experience in a help desk or desktop support role, preferably supporting warehouse or multi-site operations
• Associate of Applied Science (AAS) in a related field; or equivalent years of experience (preferred)
• Must be authorized to work in the U.S. without H-1B sponsorship
• Working knowledge of ticketing systems (e.g., Atera) and remote support tools
• CompTIA A+ or Network+;
  Security+; ITIL Foundation; experience in multi-site or light-industrial environments, is a plus
• Knowledge of virtualization (VMware, Hyper-V), cloud platforms, and automation.

DIRECT REPORTS

• This position has no direct reports.

WORK ENVIRONMENT AND SAFETY EXPECTATIONS

• Maintain a clean, organized, and safe workstation in accordance with company housekeeping and safety standards
• Follow written work instructions/SOPs and general safety protocols at all times
• Promptly report any safety, security, or quality concerns to your manager or the Safety Department
• Personal Protective Equipment (PPE) is not required for normal office duties; however, appropriate PPE must be worn when entering designated warehouse or operational areas for business purposes
• Occasional entry into warehouse or operational areas to troubleshoot hardware, verify system connectivity, or support IT equipment

PHYSICAL REQUIREMENTS

• May require occasional lifting or moving of IT equipment (up to 20 lbs), such as laptops, monitors, scanners, or small network components
• Clear hearing and speech for in-person, phone, and virtual communications
• Occasional walking through and working in warehouse/operational areas, observing all safety protocols…