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IT Support Specialist

Southern Hobby Distribution is seeking a skilled and customer- focused IT Support Specialist to join our IT Support Team in Dallas (Garland)! The IT Support Specialist will provide on-site and remote support for our organization’s hardware, software, and network needs. This role will involve the installation, maintenance, and troubleshooting of IT systems, as well as managing user accounts and ensuring system security. The role requires both technical expertise and excellent communication skills to ensure optimal system performance and user satisfaction.

Southern Hobby Distribution, LLC. was founded in 1991 with one simple goal: To become our customers’ greatest asset by delivering top-quality products, unmatched customer service, and the most knowledgeable sales staff in the hobby industry.

Responsibilities

The IT Support Specialist will be responsible for providing on-site and remote support for end-users across hardware, software, and network-related issues.
Install, configure, and maintain computer systems, software applications, and peripheral devices.
Solid understanding of network infrastructure and hands-on experience resolving connectivity and configuration issues in real time.
Monitor system performance and conduct regular maintenance to ensure optimal functionality and security.
Support and manage the implementation of IT projects, including upgrades, system migrations, and new technology integrations.
Collaborate with internal teams to improve IT processes, recommend system enhancements, and ensure best practices in IT service delivery.
Develop and maintain technical documentation, including troubleshooting guides and standard operating procedures.
Respond to and resolve help desk tickets in a timely manner, ensuring high customer satisfaction.
Participate in disaster recovery planning and execution, ensuring business continuity during system outages or failures.
Provide IT support during company events, shows, and after hours as needed.

Skills & Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent work experience.
5+ years of experience in IT support or service desk roles.
Experience with IT Service Management (ITSM) tools such as Jira, or similar platforms.
Excellent problem-solving and analytical skills.
Strong communication and customer service skills.
Ability to participate in an on-call rotation and respond to incidents after hours.

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