Technical Support Specialist

Requirements:

• 4–6 years of hands-on experience in IT support, service desk, or technical support
• Experience supporting hybrid Windows Active Directory and Microsoft Entra ID environments, including identity and access management
• Experience with or direct involvement in migrating from hybrid Active Directory to Entra ID and configuring single sign-on
• Experience with a mobile device management platform, preferably Microsoft Intune and NinjaOne
• Exposure to Microsoft Dynamics 365 Business Central or a comparable ERP system
• Experience supporting Zebra handheld devices and printers in a warehouse or distribution setting, including basic printer maintenance
• Demonstrated white-glove customer service supporting corporate staff and executives
• Experience configuring and managing Cisco Meraki and Cisco Catalyst equipment, with networking knowledge including TCP/IP, DHCP, DNS, VLANs, VPNs, and Wi-Fi troubleshooting
• Experience supporting retail point-of-sale systems and peripherals
• Proficiency with Windows, Microsoft 365, and endpoint management
• Strong troubleshooting, problem-solving, written communication, and verbal communication skills, including the ability to explain technical issues to non-technical users
• Strong organization and attention to detail, with the ability to manage competing priorities in a fast-paced environment
• Basic firewall knowledge preferred, particularly Fortinet FortiGate policy review, VPN troubleshooting, and log analysis
• Familiarity with IT service management tools such as Freshservice or Jira Service Management preferred
• Experience in a multi-site retail or distribution center environment preferred
• Experience deploying and administering devices in a zero-touch environment preferred
• Ability to build rapport with senior executives while providing premium support preferred
• Ability to train end users and work collaboratively across departments preferred
• Willingness to work occasional nights and weekends and participate in an on-call IT support rotation

Responsibilities:

• Resolve service desk incidents and requests within service-level targets and document work in our ITSM system
• Provide in-person and phone support for computers, peripherals, point-of-sale systems, and network equipment
• Troubleshoot complex and high-priority issues, identify root causes, and serve as a Tier 2 technical resource
• Manage user accounts, permissions, and access controls in Microsoft Entra ID and other identity and access management systems
• Install, configure, and troubleshoot hardware, software, and mobile devices, including Zebra, Apple, and Android devices managed through RMM or MDM tools
• Provide high-touch support to corporate employees and leaders, including onboarding, desk-side assistance, meeting room and Teams conferencing support, and follow-up
• Create knowledge base articles and encourage self-service where appropriate
• Manage and improve ITSM queues, request types, workflows, service-level targets, automation, and reporting, and share trends with leadership
• Contribute to projects affecting service desk operations, retail technology, and corporate systems
• Support warehouse scanning and label printing operations using Zebra handheld devices and printers

Technologies:

• Active Directory
• Android
• Cisco
• ERP
• Firewall
• FortiGate
• Hardware
• Support
• ITSM
• JIRA
• Microsoft 365
• Microsoft Intune
• Mobile
• Network
• TCP/IP
• VPN
• Windows
• Office 365
• Azure
• Cloud
• IAM

More

We are hiring an IT Support Specialist based in Benbrook, Texas, reporting to our Senior Manager of IT Service Desk and collaborating with our IT team, stores, distribution center, and corporate teams. The role supports our corporate office, distribution center, and retail locations, with a focus on dependable customer service and keeping day-to-day IT operations running smoothly. We offer competitive compensation, performance-based bonus programs, 10 paid holidays from the first day of employment, paid time off beginning after 60 days, medical, dental, vision, life, and disability coverage, a company-matched 401(k), and employee product discounts. We are committed to an inclusive workplace and equal employment opportunity. Tandy Leather Factory, Inc. has been in business since 1919 and is headquartered in Fort Worth, Texas. We sell leather, leatherworking tools, accessories, and related products through more than 100 stores across North America and Spain.

last updated 43 week of 2026