Technical Support Specialist

About The Company Tandy Leather Factory, Inc. is a well-established specialty retailer with a rich history dating back to 1919. Headquartered in Fort Worth, Texas, Tandy Leather has built a reputation for providing high-quality leather, leatherworking tools, buckles, adornments, dyes, finishes, saddle hardware, and do-it-yourself kits. With over 100 stores across North America, including 40 U.S. states, six Canadian provinces, and Spain, the company serves a diverse customer base ranging from hobbyists and artisans to professional leatherworkers. Tandy Leather’s commitment to quality, craftsmanship, and customer satisfaction has made it a trusted name in the leather industry for over a century. About The Role The IT Support Specialist at Tandy Leather Factory plays a crucial role in maintaining and enhancing the company's IT infrastructure across multiple locations. Based in Benbrook, Texas, this position reports directly to the Senior Manager of the IT Service Desk and collaborates closely with the IT team, retail stores, distribution centers, and corporate departments. The role involves providing both hands-on and remote support to ensure seamless operations of IT systems, hardware, and software. The ideal candidate will serve as a Tier 2 escalation point for complex issues, ensuring timely resolution within service level agreements (SLAs) and delivering exceptional customer service to all users, including corporate staff and executives. The role encompasses supporting a hybrid environment with Active Directory and Microsoft Entra ID, managing endpoint devices via Intune and NinjaOne, troubleshooting network equipment such as Cisco Meraki and Catalyst switches, and supporting retail-specific hardware like Zebra handheld devices and printers. Additionally, the specialist will be responsible for automating routine tasks, maintaining ITSM system quality, and contributing to IT projects that improve service desk efficiency and overall IT support operations. This customer-facing role requires a proactive, detail-oriented individual with strong technical expertise and a service-first mindset. Qualifications The ideal candidate will have between 4 to 6 years of hands-on experience supporting IT in a service desk or technical support environment. They should possess substantial experience working within hybrid Windows Active Directory and Microsoft Entra ID environments, including experience with identity and access management, SSO configurations, and migrations. Knowledge of MDM platforms such as Microsoft Intune and NinjaOne is essential, along with familiarity supporting ERP systems like Microsoft Dynamics 365 Business Central. Experience supporting Zebra handheld devices, printers, and other warehouse equipment is highly desirable. Candidates should have a solid understanding of networking fundamentals, including TCP/IP, DHCP, DNS, VLANs, VPNs, and Wi-Fi troubleshooting, especially with Cisco Meraki and Catalyst equipment. Excellent troubleshooting, communication, and customer service skills are critical, as is the ability to explain technical issues clearly to non-technical users. Prior experience supporting Point of Sale (POS) systems in retail environments and managing endpoint devices using Windows OS and Microsoft 365 is also required. Highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment, the candidate should demonstrate a proactive approach to problem-solving and continuous improvement. Responsibilities Manage and resolve service desk incidents and requests efficiently, ensuring adherence to SLAs and proper documentation within the ITSM system.Provide hands-on and remote support for computers, peripherals, POS systems, and network equipment to ensure minimal downtime and optimal performance.Act as a technical resource for complex or high-priority issues, performing advanced troubleshooting to identify root causes and implement effective solutions.Manage user accounts, permissions, and access controls within Microsoft Entra (Azure AD) and other IAM systems, ensuring security and compliance.Install, configure, and troubleshoot hardware, software, and mobile devices, including Zebra, Apple, and Android devices managed via RMM/MDM solutions.Deliver high-touch, white-glove support to corporate staff and leadership, including onboarding, desk-side visits, meeting support, and proactive follow-up.Develop and update knowledge base articles, promoting self-service solutions to reduce support requests.Maintain and improve ITSM workflows, request types, SLAs, automation rules, and reporting, escalating trends and issues to leadership for strategic improvements.Participate in IT projects that impact service desk operations, retail technology infrastructure, and corporate systems to enhance overall IT support capabilities. Benefits Competitive salary aligned with industry standards and performance-based incentives.Bonus programs recognizing individual and team achievements.Paid holidays starting from the first day of employment, totaling 10 days annually.Paid time off beginning after 60 days of employment, supporting work-life balance.Comprehensive health insurance options including medical, dental, and vision coverage, along with life and disability insurance.401(k) retirement plan with company matching contributions to support long-term financial planning.Employee discounts on Tandy Leather products, enabling staff to enjoy company offerings.Opportunities for professional development and career growth within a respected organization.Supportive work environment that values diversity, inclusion, and employee well-being. Equal Opportunity At Tandy Leather Factory, we believe that diversity is our strength. We are committed to creating a safe, inclusive, and equitable workplace for all employees regardless of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability