IT Support

• Respond to technical inquiries via email, online chat, phone, and in person
• Provide technical support by researching questions, troubleshooting problems, and maintaining workstations
• Help implement and maintain ConnectWise Manage and Control solutions
• Work with the Cybersecurity team to maintain and roll out tools
• Prepare new devices and reimage existing devices
• Maintain updated device inventory in the inventory tracking system
• Identify problems, research answers, and guide clients through corrective steps
• Write and maintain client documentation
• Support development of client training programs
• Recommend devices and techniques to accommodate client disabilities
• Identify system performance problems and recommend changes
• Follow up with customers to ensure satisfactory service

IT Help Desk Analyst

• Manage and resolve client issues through Intercom and Microsoft Dynamics while meeting SLAs
• Communicate complex technical concepts clearly and empathetically
• Diagnose and resolve issues related to INNERGY Design, Microvellum Toolbox, and AutoCAD-based integrations
• Support CAD integration, library configurations, and manufacturing workflows
• Tag and label “How-do-I” tickets to train Intercom AI
• Analyze ticket history and patterns to improve AI accuracy and reduce manual intervention
• Develop and maintain reusable responses, how-to articles, and best-practice documentation
• Create detailed, reproducible bug reports from client issues
• Collaborate with Engineering and Product teams to drive fixes
• Track recurring issues and share insights for product improvements
• Tag and categorize tickets for reporting and analytics
• Identify trends and refine support workflows
• Maintain client satisfaction above defined benchmarks
• Contribute to reductions in manual ticket volume through AI training and documentation

Technical Support Specialist

• Understand the current state of ATMs to diagnose problems for resolution
• Adjust language and terminology to customer needs and provide feedback for further research
• Liaise between Technical Support, Account Managers, and other Cardtronics personnel to resolve escalated customer issues
• Create, review, and close tickets and maintain accurate customer records
• Answer inbound calls from clients, customers, and external vendors
• Follow call trees to transfer calls to the appropriate department
• Provide efficient productivity and quality service in a fast-paced environment
• Handle end-user and Regulation E/Card Trace calls
• Make outbound calls to clients, customers, and external vendors
• Provide basic troubleshooting and ask probing questions to assist clients and service vendors onsite
• Work with multiple systems simultaneously
• Handle internal/external reports and status updates
• Monitor multiple email boxes and provide accurate responses within Service Level Agreements
• Follow up on open investigations through accurate closure
• Assume special projects as required by management

Help Desk Representative

• Provide IT support in the Dallas, Texas area
• Primarily support the Denton and Northlake warehouse locations
• Support the Grapevine office one day per week
• Provide support as needed to warehouses in Lancaster, Texas, and surrounding sites
• Implement and maintain computer operations
• Perform drive and printer mapping
• Support network services, name resolution, TCP/IP, and routing
• Manage the individual ticket reporting tool
• Participate in business projects, including end-user moves
• Troubleshoot local and remote end-user and printing issues
• Upgrade and migrate local offices
• Work closely with the business to keep operations running
• Escalate issues with other teams until resolution
• Support a large office and warehouse environment within Regional IT Support

Junior IT Specialist

• Serve as the escalation point for Level I and II support staff when tickets are unclear, complex, or require additional expertise
• Investigate and resolve advanced technical issues related to hardware, software, and user accounts
• Evaluate ticket trends and recurring issues to provide root cause analysis and recommend permanent fixes
• Escalate critical incidents to management only after thorough investigation and resolution attempts
• Collaborate with IT managers to evaluate service desk performance, identify gaps, and recommend improvements in workflows, SLAs, and ticket categorization
• Review and analyze service desk tickets to ensure compliance with policies and efficient resolution
• Develop and implement ticket prioritization strategies to streamline operations
• Act as a liaison between the service desk team and other IT departments to facilitate communication and resolution of cross-departmental issues

IT Support Specialist III

• Identify, analyze, and resolve common technical issues, questions, and problems involving workstations, mobile devices, operating systems, software, hardware, and peripherals
• Manage the ticket queue to ensure timely resolution
• Provide customer support using remote connection software
• Document each customer interaction thoroughly
• Prioritize ticketing system flow by following SOPs and KB articles
• Meet or exceed KPI goals
• Troubleshoot advanced desktop issues, VPN connectivity, entry-level server support, hardware issues, and line-of-business support
• Respond to tickets, analyze issues, isolate problems, and implement solutions
• Provide technical support for computer systems, hardware, software, and applications

IT Support Desk Technician

• Provide technical support to clients during weekend shifts
• Escalate customer support requirements appropriately, communicating criticality and timeliness and confirming acceptance of escalated issues
• Prepare desktops, laptops, and miscellaneous hardware for customers
• Keep customer documentation up to date and accurate
• Deliver assigned operational and project commitments using the customer team as needed and agreed with the Customer Team Lead
• Perform customer maintenance activities on behalf of the customer team
• Monitor assigned customer alerts alongside the live helpdesk and respond appropriately
• Collaborate with teams to meet client needs
• Organize, prioritize, plan, and deliver work and commitments in a timely manner

Technical Support Specialist – Weekend Shifts

• Lead hardware provisioning activities including advanced RAID configuration and disk array optimization for high-write-volume security applications
• Configure and validate iDRAC and Lifecycle Controller settings and establish firmware baselines using Dell OpenManage before OS deployment
• Deploy operating systems via PXE boot automation or iDRAC Virtual Media, including Windows Server and hardened Linux distributions
• Design and implement network segmentation using VLANs and dedicated subnets for physical security traffic
• Configure QoS policies on Cisco Catalyst switches to prioritize high-bandwidth video streams
• Manage PoE/PoE+ budgeting and monitoring on access layer switches for IP cameras, door readers, and security panels
• Implement Cisco IOS network device hardening using ACLs, service restrictions, and secure management protocols
• Coordinate with Network Engineers and Physical Security Installation Teams to validate network readiness, port activations, and device-to-server communication
• Execute validation testing including bandwidth saturation, physical layer distance, and latency measurements
• Develop detailed As-Built documentation including topology diagrams, VLAN matrices, IP assignment records, and configuration backups
• Provide 24x7 technical support, perform root cause analysis, and implement corrective actions for medium-complexity issues
• Deliver weekly project status updates and maintain programming sheet validations, documentation, and asset management system accuracy

IT Infrastructure Installation Services II

• Provide Tier 2 technical expertise for JOMIS HCD mobile and web applications
• Perform advanced troubleshooting, root-cause analysis, and problem resolution for escalated incidents
• Provide sustainment and operational support for application services, hosting environments, mobile devices, configurations, and data workflows
• Support deployment activities, including environment preparation, configuration validation, installation guidance, upgrades, integration testing, and post-deployment verification
• Collaborate with engineering, product, cybersecurity, and hosting/platform operations teams
• Monitor system health, logs, and performance metrics and recommend reliability and readiness improvements
• Support mobile device management, secure application distribution, and DoD mobility and hosting standards
• Develop and maintain SOPs, troubleshooting guides, knowledge articles, deployment checklists, and configuration references
• Support change management, release readiness, coordinated updates, and operational-user communications
• Provide guidance to end users, training leads, and support technicians
• Participate in technical working groups, configuration control boards, and readiness reviews
• Ensure compliance with DoD cybersecurity, RMF controls, data handling policies, and accreditation requirements

Customer Technical Support Representative

• Define and execute the multi-year modernization strategy for PBM applications, platforms, and technology capabilities
• Lead transition from legacy monolithic systems to modular, cloud-native, API-first, and event-driven architectures
• Establish technology strategies improving scalability, resiliency, maintainability, security, and speed-to-market
• Drive adoption of Generative AI, Agentic AI, intelligent automation, and responsible AI practices across business workflows and enterprise solutions
• Establish architecture review processes, principles, standards, governance frameworks, decision records, metrics, and service-level expectations
• Lead architecture strategy across claims processing, benefit administration, pricing, rebates, formulary management, clinical programs, pharmacy networks, and digital experience platforms
• Partner with executive leaders across business, product, operations, engineering, and technology to align transformation priorities
• Define reusable patterns, reference implementations, and technology accelerators
• Support solution implementations and measure architecture adoption, business value, and operational outcomes
• Lead, mentor, and develop a high-performing enterprise architecture team
• Foster architecture communities of practice and maintain pattern libraries, standards repositories, and decision frameworks

IT Support jobs in Texas