Technical Support {Plano, TX}

Technical Support {Plano, TX} Matlen Silver - 3.4 Plano, TX Job Details Contract 22 hours ago Qualifications Windows Desktop (troubleshooting support) Customer support ticket management macOS administration macOS Ticketing system technical support Full Job Description Technical Support / Customer Support & Advocate Specialist (Intermediate)

Job ID:

102895-1

Job Title:

Technical Support -

Intermediate Location:

Plano 1, 1st Floor (31061-0100),

Plano, TX Duration:

Approximately 6

Months Openings:

1 Position Overview We are seeking a customer-focused Technical Support / Customer Support & Advocate Specialist to join our team in Plano, TX. This role is responsible for providing exceptional technical support, assisting with Service Desk operations, and delivering outstanding end-user experiences. The ideal candidate will possess strong communication skills, technical troubleshooting expertise, and a collaborative mindset. Key Responsibilities Support Service Desk operations by actively handling intake calls and support requests. Deliver high-quality, customer-focused technical support to end users. Communicate effectively through both written and verbal channels. Participate in cross-training initiatives and knowledge-sharing efforts with team members. Contribute to operational readiness activities and process improvement initiatives. Escalate issues and manage communications appropriately when needed. Identify skill gaps and proactively pursue professional development opportunities. Collaborate closely with the Site Lead and serve as a backup when delegated. Work cross-functionally with peers to ensure efficient support and service delivery. Required Qualifications High School Diploma, GED, or equivalent certification. Minimum 1 year of experience in technical support and system administration. Minimum 1 year of experience providing remote technical administration and end-user support. Minimum 1 year of experience supporting Windows 10 environments. Minimum 1 year of experience using ticketing and incident management tools such as Zendesk, HPSM, or ServiceNow. Strong customer service, troubleshooting, and communication skills. Preferred Qualifications Bachelor's Degree in Business, Information Systems, Computer Science, or equivalent military experience. 1+ years of experience with Active Directory administration and integration. 1+ years of experience with IT service management processes, including change, incident, and problem management. 1+ years of experience with virtualization technologies, including VMware Fusion and ESX. 1+ years of macOS Server administration experience. 1+ years of experience supporting macOS environments, including High Sierra or earlier. 1+ years of experience with endpoint management platforms such as JAMF Casper Suite or SCCM. 1+ years of experience supporting productivity tools on Mac systems, including Microsoft Office, Lync, or Skype. Experience supporting 100+ Mac end users in an enterprise environment. Experience with image deployment, software/system testing, encryption, and security tools such as McAfee across Windows and macOS platforms. Apple certifications preferred. Desired Skills Strong customer advocacy and problem-solving abilities. Ability to work independently and collaboratively in a fast-paced support environment. Excellent organizational and time-management skills. Commitment to continuous improvement and operational excellence. Experience working in enterprise IT support environments.