Job Description
Job DescriptionDescription:
Department: Information Technology
Reports To: IT Service Desk Manager
Location: Plano - Corporate
FLSA Status: Hourly / Full-Time
Position Summary
The IT Support Specialist is responsible for day-to-day IT operations at the site level, in addition to organizational tasks, including managing inbound and outbound PC equipment, preparing and reimaging systems, tracking IT assets, responding to helpdesk tickets, overseeing local backup processes, and providing general network support. This role ensures that end-user technology is deployed, maintained, and supported in alignment with company policies, security standards, and compliance requirements (including CMMC Level 2).
Requirements:
Key Responsibilities
Asset & Equipment Management
- Receive, inventory, and tag incoming IT equipment (PCs, laptops, peripherals).
- Prepare and configure devices, including reimaging to company standards.
- Process outbound shipments of IT hardware to other sites or vendors.
- Work with hardware provisioning partner for new equipment orders
- Maintain accurate asset records in the company’s IT asset management system.
- Coordinate hardware repairs and warranty claims with vendors.
Helpdesk & User Support
- Respond to and resolve assigned helpdesk tickets within SLA targets.
- Provide Tier 1/Tier 2 technical support for desktops, laptops, printers, and mobile devices.
- Assist users with software installation, troubleshooting, and account management.
- Escalate complex issues to higher-level IT staff when necessary.
Backup & Data Protection
- Monitor and manage daily/weekly site backup jobs (on-premises and cloud, as applicable).
- Perform test restores to verify backup integrity.
- Maintain documentation of backup schedules and processes.
Network & Site IT Support
- Provide hands-on assistance with switches, routers, wireless access points, and cabling.
- Monitor local network performance and report issues to the network engineering team.
- Support site-specific applications and production systems in coordination with corporate IT.
- Assist in enforcing IT security policies, including endpoint protection and patch compliance.
Qualifications
Education & Experience
- Training in Information Technology, Computer Science, or related field (or equivalent experience).
- 2+ years in IT support, asset management, or helpdesk environment.
- Experience with Windows OS imaging, deployment tools, and endpoint management.
- Familiarity with Microsoft 365, Active Directory, and common business applications.
- Basic knowledge of networking concepts (TCP/IP, VLANs, Wi-Fi troubleshooting).
- Experience with backup solutions (e.g., Veeam, Acronis, Datto) preferred.
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- Microsoft Azure Fundamentals desired
Skills & Competencies
- Strong organizational and documentation skills.
- Excellent communication and customer service skills.
- Ability to work independently and manage multiple priorities.
- Basic understanding of cybersecurity best practices.
- Commitment to safeguarding Controlled Unclassified Information (CUI) and compliance with CMMC requirements.
- Cisco Certified Network Associate (CCNA) desired
Working Conditions
- Primarily on-site role with potential for occasional travel to other company locations.
- May require after-hours work for system updates or emergency response.
- Must be able to lift and move IT equipment up to 50 lbs.
Performance Metrics
- Corporate policy requirements for ticket resolution.
- Accuracy of IT asset inventory records.
- Successful completion of backup jobs and periodic restore tests.
- User satisfaction scores from helpdesk surveys.
VIRTEX is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, gender, sexual orientation, gender identity, gender expression, transgender, pregnancy, marital status, national origin, ancestry, citizenship status, age, disability, protected Veteran Status, genetics or any other characteristic protected by applicable federal, state, or local law.
Citizenship Requirements
Due to the type of work at the VIRTEX Plano, Texas facility a successful applicants must be a "U.S. Person" (US citizens, US nationals, lawful permanent residents, asylees or refugees).