Technical Support Specialist

IT Support Specialist

Location: Benbrook, TX
Reports To: Senior Manager IT Service Desk
Collaborates With: IT Team, Stores, Distribution Center, Corporate teams

Position Overview

The IT Support Specialist delivers hands-on and phone support to Tandy's corporate office, distribution center, and retail stores, and works as the Tier 2 resource for complex or high-priority issues. You will resolve tickets within SLA, provide white-glove service to corporate staff and executives, and keep warehouse scanning and label printing running through Zebra handhelds and printers.

The role also owns day-to-day quality in our ITSM system, supports a hybrid Active Directory/Microsoft Entra ID environment with Intune and Ninjaone managed endpoints, handles Meraki and Cisco Catalyst troubleshooting, assists with automating repetitive work, and supporting our Point-of-Sale devices. It is a customer-facing role that suits someone with strong technical skills, a service-first mindset, and an interest in improving how IT support runs.

Key Responsibilities

• Work service desk incidents and requests, ensuring they are resolved within SLA and all work is properly documented in the ITSM tool.
• Provide hands-on and phone support for computers, peripherals, Point of Sale (POS) systems, and network equipment.
• Serve as a technical resource for complex or high-priority issues, performing advanced troubleshooting to identify and resolve root causes.
• Administer user accounts, permissions, and access controls within Microsoft Entra (Azure AD) and other Identity and Access Management (IAM) systems.
• Install, configure, and troubleshoot computer hardware, software, and mobile devices (Zebra, Apple, Android) managed via RMM/MDM.
• Deliver white-glove, high-touch support to corporate staff and leadership, including onboarding setup, desk-side visits, meeting room and Teams conferencing support, and proactive follow-up.
• Write knowledge base articles and promote self-service where appropriate.
• Administer and improve ITSM queues, request types, workflows, SLAs, automation rules, and reporting, and escalate trends to leadership.
• Contribute to IT projects impacting service desk operations, retail technology, and corporate systems.

Required Skills & Experience

• 4-6 years of hands-on IT support experience in a service desk or technical support environment.
• Hands-on experience supporting a hybrid Windows Active Directory and Microsoft Entra ID environment, including identity and access management.
• Experience with, or direct participation in, a conversion or migration from hybrid Active Directory to Entra ID and configuring SSO.
• Experience with a MDM platform, preferably Microsoft Intune and NinjaOne
• Exposure supporting Microsoft Dynamics 365 Business Central or similar ERP systems.
• Hands-on experience in a warehouse or distribution environment supporting Zebra handheld devices and Zebra printers, including basic printer maintenance.
• Demonstrated white-glove customer service experience supporting corporate staff and executives.
• Experience configuring and managing Cisco Meraki and Cisco Catalyst equipment, with solid networking fundamentals (TCP/IP, DHCP, DNS, VLANs, VPN, and Wi-Fi troubleshooting).
• Experience supporting Point of Sale (POS) systems and peripherals in a retail environment.
• Proficiency with Windows operating systems, Microsoft 365, and endpoint management.
• Excellent troubleshooting and problem-solving skills, with strong written and verbal communication and the ability to explain technical issues to non-technical users.
• Highly organized and detail-oriented, able to manage competing priorities in a fast-paced environment.

Preferred Qualifications

• Basic knowledge of firewalls, preferably Fortinet FortiGate (policy review, VPN troubleshooting, and log analysis).
• Proficiency with IT Service Management tools (e.g., Freshservice, Jira Service Management) for ticket management and documentation.
• Previous experience in a multi-site retail or distribution center setting.
• Experience deploying and administering devices in a zero-touch environment.
• Demonstrated ability to build rapport with C-suite executives while delivering premium, white-glove support.
• Ability to train and support end users and collaborate across departments.
• Willingness to work occasional night and weekend shifts and serve as part of the on-call IT support rotation.

TLF offers great benefits and a competitive compensation package:

• Competitive compensation – strong pay for performance culture.
• Bonus Programs
• Paid Holidays – 10 paid holidays available on day one of employment.
• Paid Time Off – beginning at 60 days of employment.
• Comprehensive health care coverage options: medical, dental, vision plus life and disability insurance
• 401(k) Plan – company matched
• Employee discounts on our products
• And much, much more!

EQUAL EMPLOYMENT OPPORTUNITY

At Tandy, our diversity is our strength, and we are committed to creating a safe and inclusive workplace for all employees regardless of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. Tandy is proud to be an equal-opportunity employer.

ABOUT TANDY

Tandy Leather Factory, Inc., (http://www.tandyleather.com), headquartered in Fort Worth, Texas, and in business since 1919, is a specialty retailer of a broad product line including leather, leatherworking tools, buckles and adornments, leather dyes and finishes, saddle and tack hardware, and do-it-yourself kits. Tandy Leather distributes its products through its 100+ North American stores located in 40 US states, 6 Canadian provinces, and Spain.