IT Support Specialist

Tax Term:   Full-Time, Employee
Job Category:   Technical Support
Career Level:   Intermediate
Location:   Lewisville/Carrollton, TX
Reports To:   Help Desk Supervisor

The IT Support Specialist’s role is to ensure that the technical needs of the business are being met both internally and externally. This role will primarily support a single client, often at their location in Carrolton. The IT Support Specialist will be responsible for supporting end-users onsite, improving processes, and providing excellent customer service.

**Currently not accepting relocation candidates.  

Requirements: 

• Minimum 2-5 years of IT support experience
• Preferred certifications or relevant experience: CompTIA A , Network , Microsoft Fundamentals
• Application experience preferred: Epicor/P21, WMS, Rubber Tree, Web Query, SQL, Bartender Labeling
• Moderate lifting or exerting force of up to 20 pounds occasionally 

Knowledge, Skills, & Abilities: 

• Provides superior customer service practices
• Communicates professionally whether in person, email. telephone or ticketing tool, internally and externally
• Demonstrates effective listening and provides appropriate feedback.
• Maintains composure in stressful, high-pressure situations, handling internal and external objections and disputes to satisfactory results. 
• Shows initiative in job performance to improve current processes and suggest new ways of doing things
• Works under minimal supervision, some independent judgment is necessary
• Be a a strong cultural fit emulating the prototype:IT core values (CHALK = collaborative, honest, agile loyal and knowledge-seeking)
• Has a strong understanding of client service concepts
• Has a desire to learn 
• Organizational and time-management skills
• Excellent communication and interpersonal skills

Essential Duties & Functions:

• Provide and extraordinary example to the Customer Service Coordination Department and to all prototype:IT personnel of CHALK – Collaborative, Honest, Agile, Loyal and Knowledge-Seeking.
• Document all activities in our ticketing system 
• Keep internal knowledgebase up to date
• Assist leaders in the business in understanding functional processes within and capabilities of the enterprise operating system (P21) and client’s Wireless Warehouse Management System (WWMS) 
• Coordinate updates of software, license maintenance and renewals and all hardware component (printers, lap top computers, servers, scanners, monitors etc.) milestone dates and full life-cycles with 3rd party service providers 
• Assist in training and/or preparing technical training opportunities for workers in different functional departments of the business (ie. Warehouse, Customer Service, Accounting
• Interact and build rapport with outside vendors to insure the highest levels of support to the business 
• Work in tandem with our helpdesk and other support staff to support all end-user desktop needs (from the new user initial set up process, maintenance and solutions resolution for user issues/required changes, hardware components set up and ongoing functionality etc.)
• Purchase and maintain required inventory of user component items such as keyboards, keypads, remote mouse, cabling, batteries) 
• Purchase and maintain required inventory of user component items such as keyboards, keypads, remote mouse, cabling, batteries) 
• Coordinate and lead the company through IT projects (EDI integrations, Ecommerce solutions, process improvement updates, coding etc.), engaging our 3rd party partners with scheduling meetings, charting process flows and future implementations  
• Participate in an annual budget process, plan out future projects and timelines, make corrections to help company achieve financial objectives 
• Communicate often with multi-functional leaders of the business to understand the needs, processes and demands of specific areas of the business and assist them in gathering information needed through system reporting tools such as SQL reporting and ad hoc reporting tools (i.e. WebQuery) 
• Collaborate with teams to create solutions affecting day-to-day operations and future departmental functionality 

Marginal:  

• Perform other duties as requested by management
• Attend meetings/training as required by management 
• Participate in continuing education 

We Offer:

• Growth and development with one of the largest MSP’s in North Texas
• Employee-centered culture
• Competitive compensation package
  • Subsidized medical, full-dental for employees
  • Company paid life insurance, long and short-term disability
  • 3% company matching SIMPLE IRA
  • PTO

Who We Are:

Prototype:IT is one of the largest Managed Service Providers in the metroplex, located in Lewisville, TX.  Founded in 2005, Prototype:IT has been delivering custom IT management services to a growing number of clients within the Dallas-Fort Worth metroplex and throughout the country. With our team of experienced IT technologists, we provide quality support and services that enables them to focus attention away from day-to-day IT challenges and back to their core business. 

Why Prototype:IT?

At Prototype:IT, we are committed to putting our employees first and offer a culture built on our core values: Collaborative, Honest, Agile, Loyal and Knowledge Seeking. Check out how we how we “CHALK IT Up”  on our Facebook page at  www.facebook.com/prototypeit.

Talk about awesome "Perks" check it out.  Go to www.prototypeit.net/perks

Salary : $50,000 - $65,000