What are the responsibilities and job description for the IT Support Specialist- Tier 1 position at Edge Communications Solutions LLC?
Job Description
Job Description
Description :
Title : IT Support Specialist – Tier 1
Reports to : IT Support Supervisor
Location : Plano – In Office
Shift : Friday- Monday; 8 am- 7 pm
Company Description
Edge is a provider of managed voice and data technology systems and services for businesses.
Position Description
Provide Tier 1 IT desktop support and hospitality-related third-party vendor platform support to Edge’s commercial customers.
Primary Responsibilities :
- Serve as the first contact with customers who need technical assistance.
- Remotely assist users with desktop, server, printer, and other connected device troubleshooting.
- Perform troubleshooting and issue resolution for shared resource access, hardware, and software configurations.
- Perform OS and other software and firmware updates and patch management.
- First-level identification and escalation of major incidents using the approved IT escalation processes.
- Document all work performed through a support ticketing system and effectively track and route incidents to the appropriate teams within IT.
- Perform network administration functions, user account permissions, and Active Directory changes.
- Follow up with clients to ensure resolution is complete and satisfactory.
Other Responsibilities
Requirements :
Required Skills & Experience
Knowledge of Windows desktop and server operating systems, 0365, Active Directory, and Exchange.
Familiarity supporting (not engineering) TCP / IP, cables, IP phones, workstation connectivity, printer connectivity, and Active Directory administration.
Preferred familiarity with hospitality platforms such as Property Management Systems (PMS); Point of Sale (POS); Revenue Management; key card systems, Building Management, HotSOS, Saflok, InnComm, etc.
Strong customer service and problem-solving skills including the ability to provide diligent, prompt, and courteous responses to users’ questions or issues.
Benefits
We highly value our employees' time, efforts, and contributions. Our commitment to your success includes a competitive salary and a comprehensive benefits package, featuring medical, dental, and vision coverage, along with opportunities for career growth.
We are dedicated to fostering a supportive and dynamic workplace where employees can learn, grow, and thrive. Our collaborative and innovative environment encourages open communication, allowing every team member to contribute to our processes, decisions, planning, and culture.
