Support Technician

ECLARO is looking for a Support Technician for our client in Fort Worth, TX. ECLARO's client is a leading technology solutions provider, collaborating with customers to manage their needs and achieve success in their business goals.

Position Overview

The IT Asset Management team is looking for an entry level Support Technician to help run the City's software management process and keep the documentation behind it current. This person will work directly with our software management lead on day to day license administration in vendor portals for products like Microsoft, Adobe, and Canva, help move software requests through each step of our established process, and clean up and rewrite older procedures so they reflect how the work is actually done today. This is a good fit for someone early in their IT career who is organized, comfortable in Excel, and writes clearly.

Responsibilities

• Administer software licenses in vendor and publisher portals, including assigning, reclaiming, and reconciling licenses for Microsoft, Adobe, Canva, and other enterprise software
• Execute the City's software request process from intake through fulfillment, including verifying approvals, checking license availability, coordinating installs with the appropriate teams, and closing out requests
• Maintain license inventory and entitlement records in Excel and the City's asset management tools, and reconcile portal counts against purchased entitlements
• Track renewals, true ups, and expiring subscriptions and flag upcoming actions to the software management lead
• Support recovery and access requests tied to managed software, such as BitLocker recovery key retrieval, following established procedures
• Review existing software management documentation, retire outdated procedures, and rewrite or consolidate them into current standard operating procedures, desk guides, and job aids
• Document any process steps that are currently undocumented as they are performed, so the full software management process is captured end to end
• Respond to staff questions about software requests and license status and escalate issues as needed
• Prepare periodic license usage and compliance summaries in Excel for the hiring manager

Required Qualifications

• 1 to 3 years of experience in IT support, software or license administration, IT asset management, or a related area, consistent with DIR ITSAC Support Technician Level 1
• Proficient in Microsoft Excel, including formulas, sorting and filtering, lookups (VLOOKUP or XLOOKUP), and pivot tables
• Hands on experience with at least one enterprise software administration portal, such as the Microsoft 365 admin center or Adobe Admin Console
• Strong written communication skills with the ability to turn a process into clear, well-organized step by step documentation
• Proficient in Microsoft Word, Outlook, and Teams
• Able to follow established procedures, keep accurate records, and manage several open requests at once

Preferred Qualifications

• Experience with software asset management or license compliance in an organization with several hundred or more users
• Exposure to IT service management system or asset management platform
• Familiarity with Microsoft 365 licensing models and Adobe enterprise licensing
• Experience in a local government or public sector setting
• CompTIA A+, Microsoft 365 Fundamentals, or similar entry level certification

Benefits

• 401k Retirement Savings Plan administered by Merrill Lynch
• Commuter Check Pretax Commuter Benefits
• Eligibility to purchase Medical, Dental & Vision Insurance through ECLARO