Tier 2 IT Support Specialist (McKinney, TX/DFW)

Tech-savvy IT Specialist responsible for providing world-class technical assistance to our clients with computer systems, hardware, software, network, and other systems. We love to solve technical challenges together while having fun & helping people! Our mascot is a winged donkey, which is a whole story to tell.

About the Role

Primary Role: Handles more complex technical issues and takes ownership of incidents escalated from Tier 1. This intermediate-level position requires in-depth technical understanding and specialization.

Responsibilities

• Respond to and resolve queries via ticket, phone, email, live chat, or remote access in a timely and professional manner, representing the Falkon brand
• Offer technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software
• Provide excellent customer service experience for internal and external clients
• Train users and gather feedback to improve training methods
• Take a proactive approach to identify common problems and complaints, reporting them to management
• Assist with the onboarding of new users
• Document internal procedures and follow "best practices" methodology
• Install, test, and configure workstations, peripheral equipment, and software
• Maintain inventory of equipment, software, software licenses, installation disks, or download sites
• Manage PC setup and deployment in office or at client sites using standard hardware, images, and software
• Assign users and computers to Active Directory (local or cloud-based)
• Recommend and provide workstation hardware and software upgrades as required
• Troubleshoot a wide range of software and hardware issues, including network configuration, server maintenance, and intermediate application support
• Manage incidents escalated from Tier 1, aiming to resolve them before they reach Tier 3
• Handle network configuration, IP conflicts, firewall rules, and VPN setup
• Perform OS installation, configuration, and advanced troubleshooting
• Manage backup and basic server maintenance
• Assist in system deployments (e.g., servers, network gear)
• Learn client line of business (LOB) applications and systems; document important information and cross-train other technicians
• Assist in implementing new client setups, on-premise installations, and configurations
• Update Falkon documentation and ticketing systems
• Occasionally work evening/weekend hours to meet deadlines or solve problems
• Maintain professional appearance and demeanor as the "face" of Falkon for many clients

Requirements

• High school diploma or equivalent (associate’s degree or higher preferred)
• 2–5 years minimum of relevant technical experience
• Proficiency in Windows Server, Active Directory, Entra, firewalls (SonicWall or similar), O365, Hyper-V/VMware, and Exchange
• Basic cybersecurity, cloud, and backup skills (bonus)
• Knowledge of network diagnostics tools and virtualization (VMware, Hyper-V)
• Familiarity with operating systems (Windows Server, Linux), cloud platforms (Azure, AWS), and VoIP systems
• Ability to script (e.g., PowerShell) for automation of repetitive tasks
• Excellent verbal and written communication skills
• Insatiable desire to learn new skills and training
• Ability to work from home as necessary
• Reliable transportation to commute to/from client locations as needed
• Comfortable working with Windows & VMware technologies under guidance of a senior engineer

Benefits

• 401(k) with matching
• Dental insurance
• Vision insurance
• Health insurance
• Health savings account
• Life insurance
• Flexible schedule
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan

Schedule

• Monday to Friday, with infrequent nights and weekends as needed to support clients
• Full-time role based in McKinney, TX (Dallas Area) with remote and in-person work

Work Environment

Clean, quiet work environment with the ability to work remotely as necessary. Due to extended periods working at a computer, may experience musculoskeletal strain, eye strain, stress, or repetitive motion illness.