IT Support Specialist (Fort Worth, TX) Job at Gladney Center For Adoption Inc in

Overview

The IT Support Specialist serves as the primary on-site technical resource, collaborating with Proper Sky’s co-managed IT team to provide advanced troubleshooting, system monitoring, and support for strategic IT initiatives. This role provides support for computer systems, Microsoft Office 365 applications, cloud-based phone systems, and audio-visual technologies while assisting end-users with technical issues and delivering training. The specialist also triages support tickets, performs software installations and updates, and participates in special projects to enhance operational efficiency. The position is based on site in Fort Worth, TX.

JOB DUTIES AND ESSENTIAL FUNCTIONS:

• Serve as the primary on-site technical support resource, collaborating with Proper Sky’s co-managed IT services team for advanced troubleshooting, escalation, system monitoring, and strategic IT initiatives to ensure seamless end-user support and optimal system performance.
• Answer and triage incoming support phone calls and tickets, ensuring requests are documented clearly for client readability, properly prioritized, and updated with accurate hidden fields to support operational reporting and metrics.
• Configure, manage, and provide ongoing support for Microsoft Office 365 applications and user accounts, including email, Teams, and SharePoint, while ensuring proper security and access controls.
• Install, configure, and maintain the day-to-day operations of computer systems, workstations, and related technologies, including audio-visual presentation systems and other business-critical equipment.
• Perform routine software installations, updates, and configurations to ensure applications are deployed consistently and remain compliant with company standards.
• Troubleshoot and resolve basic issues related to applications, workstations, servers, and smart devices, escalating complex cases to higher-level support or co-managed IT partners when necessary.
• Provide end-user training and guidance on software, hardware, and IT best practices, empowering staff to effectively use available technology and minimize recurring issues.
• Administer and maintain the company’s cloud-based phone system, including setup of new users, managing call routing features, and supporting ongoing system updates.
• Perform other duties and special projects assigned to support organizational objectives and enhance operational efficiency.

MINIMUM REQUIREMENTS:

• High School Diploma or equivalent.
• One year of experience in IT support, help desk, or desktop support roles.
• Proficiency with Microsoft Office 365 administration, including user setup, email, Teams, and SharePoint.
• Experience administering and supporting Windows 11 clients, Windows Server, and Active Directory.
• Hands-on skills in workstation setup, software installation, troubleshooting hardware/software issues, and network printer support.
• Familiarity with ticketing systems, with the ability to document, prioritize, and manage support requests effectively.
• Basic knowledge of networking concepts such as IP addressing, DNS, Wi-Fi connectivity, and VPN.
• Experience with cloud-based phone systems (e.g., RingCentral, 8x8, Zoom Phone).
• Ability to support audiovisual and conference room technologies.
• Understanding of cybersecurity best practices, endpoint protection, and system monitoring tools.
• Strong verbal and written communication skills, with the ability to explain technical concepts clearly and set expectations with internal staff and external clients.
• Ability to support users with varying levels of technical competency and provide effective end-user training when needed.
• Strong customer service orientation with a positive, professional attitude, even during stressful situations.
• Proven ability to work independently, manage multiple tasks, and collaborate effectively with both on-site staff and remote/co-managed IT teams.
• Willingness and ability to learn adoption-specific or industry-specific applications.
• Demonstrated commitment to personal growth and continuous improvement of team processes and procedures.
• Ability to build and maintain effective working relationships with all levels of management.
• Experience with Microsoft Hyper-V Server for virtualization and server management.
• Proficiency in SQL Server 2019 and MySQL 5.7/5.8 for database administration and support.
• Strong understanding of firewalls, wired and wireless networking, and network protocols.
• Knowledge of cloud-based phone systems, such as Avaya or RingCentral.
• Familiarity with cybersecurity and network security principles, including HIPAA compliance.
• Experience with system backup management and maintenance, including Arcserve; familiarity with Google Apps or Amazon AWS/S3 is a strong plus.

PREFERRED REQUIREMENTS:

• Associate’s degree in Information Technology, Computer Science, or related field.
• Experience with SugarCRM or an equivalent customer relationship management platform.
• Experience with system backup management and maintenance, including Arcserve; familiarity with Google Apps or Amazon AWS/S3 is a strong plus.
• Willingness to provide support across departments as needed, demonstrating flexibility and teamwork.
• Strong research skills with the ability to gather, analyze, and present information effectively.

WORKING CONDITIONS:

• Operate primarily in a climate-controlled office environment with a fast-paced workflow, requiring the ability to shift between tasks, manage frequent interruptions, and meet time-sensitive deadlines efficiently.
• Position requires on-site presence to manage, troubleshoot, and support computer systems, AV equipment, and network devices.
• May be required to work outside normal business hours or on-call to support after-hours system issues, emergencies, or scheduled maintenance.
• Regular, punctual attendance is essential for maintaining efficient service delivery.

PHYSICAL DEMANDS:

• Frequent walking, standing, bending, squatting, reaching, and twisting.
• Must be able to lift and move computer equipment, monitors, and peripheral devices (up to 30 pounds) as needed.
• Regular use of computers, phones, and other office equipment; prolonged periods of sitting and repetitive hand movements.
• Regular use of office equipment and handling of documents as part of daily tasks.

Equal Employment Opportunity Statement

Gladney Center for Adoption is an equal opportunity employer committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status. All qualified applicants will receive consideration for employment without regard to these factors. We encourage applications from individuals of all backgrounds and experiences.