IT Support Specialist

Ideal Candidate: The IT Support Specialist provides first- and second-level technical support to office and warehouse teams across all three DGM locations—Houston, Dallas, and Atlanta—ensuring secure, reliable, and consistent IT operations company-wide. This role resolves technical issues, maintains endpoint health, supports Microsoft 365 and identity systems, and provides on-site assistance in warehouse and TSA-regulated areas as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Service Desk & Ticketing: Triage, prioritize, and resolve tickets; create/manage cases to closure; communicate clearly; escalate as needed
• Endpoints: Deploy and maintain laptops/desktops/peripherals/mobile phones (printers, scanners, handhelds); apply OS/firmware/app patches and plan hardware/software upgrades with minimal disruption
• Accounts & Access: Onboard/offboard users; manage SSO, MFA, and permissions in Entra ID/Azure AD and Microsoft 365
• Collaboration Tools: Support Microsoft 365 (mail flow, calendars, shared mailboxes, permissions, file access)
• Mobility & MDM: Enroll/manage devices in Intune (or equivalent); enforce compliance; remediate non-compliance; maintain accurate device inventory
• Security & Awareness: Monitor/respond to EDR/AV alerts; report incidents; support database/system security with IT leadership; assist with phishing simulations and user training
• Install and support IP security cameras and NVR systems: – Run and terminate Cat6 cable when needed (short runs only) – Mount/replace cameras as needed – Add cameras to the NVR, adjust angles, update firmware
• Ubiquiti Support - Deploy and maintain Ubiquiti wireless access points.  Physically mount/replace APs on occasion (ladder/forklift provided) – Configure SSIDs, VLANs, and basic troubleshooting of Wi-Fi coverage issues
• Networking (User Edge): Support connectivity (TCP/IP, DNS/DHCP, VLAN/Wi-Fi), printers, and VPN; partner with Systems/Network Admins for escalations.  Perform daily and weekly monitoring of servers, backups, Microsoft 365, Fortinet/Juniper firewall alerts, and Bitdefender security events
• Warehouse & Field Support: Provide on-site support for warehouse (rugged devices, Wi-Fi coverage, label printers, scales) following safety/PPE rules
• Secure-Site Compliance: Support access controls for secured/TSA-regulated areas; follow/enforce badging/vest and escort procedures
• Assets & Vendors: Track hardware/software inventory, warranties, and licenses; coordinate RMAs/repairs/service calls; manage deliveries/spares
• Documentation & Process: Document changes, issues, and resolutions; maintain how-tos
• Training & Enablement: Set up/repair equipment; train users on new hardware/software
• Site Moves & New Hires: Support buildouts, site moves, and new-hire setups to day-one readiness
• On-Call/After-Hours: Participate in rotations for incidents, maintenance windows, and time-sensitive needs

CONFIDENTIALITY & DATA HANDLING

• Handles confidential and sensitive information (e.g., HR/personnel records, payroll/benefits data, medical/leave information, customer data, credentials) with strict discretion and need-to-know access only
• Follows all company policies on data classification, access control, acceptable use, and records retention, at all times
• Promptly report suspected or actual data loss, unauthorized access, phishing, or other security incidents per company procedures

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• 2–4 years of professional IT support experience in a help desk or desktop support role, preferably supporting warehouse or multi-site operations
• Associate of Applied Science (AAS) in a related field; or equivalent years of experience (preferred)
• Must be authorized to work in the U.S. without H-1B sponsorship
• Working knowledge of ticketing systems (e.g., Atera) and remote support tools
• CompTIA A or Network ; Security ; ITIL Foundation; experience in multi-site or light-industrial environments, is a plus
• Knowledge of virtualization (VMware, Hyper-V), cloud platforms, and automation.

DIRECT REPORTS

• This position has no direct reports.

WORK ENVIRONMENT AND SAFETY EXPECTATIONS

• Maintain a clean, organized, and safe workstation in accordance with company housekeeping and safety standards
• Follow written work instructions/SOPs and general safety protocols at all times
• Promptly report any safety, security, or quality concerns to your manager or the Safety Department
• Personal Protective Equipment (PPE) is not required for normal office duties; however, appropriate PPE must be worn when entering designated warehouse or operational areas for business purposes
• Occasional entry into warehouse or operational areas to troubleshoot hardware, verify system connectivity, or support IT equipment

PHYSICAL REQUIREMENTS

• May require occasional lifting or moving of IT equipment (up to 20 lbs), such as laptops, monitors, scanners, or small network components
• Clear hearing and speech for in-person, phone, and virtual communications
• Occasional walking through and working in warehouse/operational areas, observing all safety protocols and PPE requirements posted for those areas

WORK SCHEDULE

• Standard schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m., with flexibility for occasional Saturdays, extended or adjusted hours as needed to meet operational demands.

Additional Notes

The responsibilities listed above describe the general nature and level of work performed by employees in this role. They are not intended to be an exhaustive list of all duties, responsibilities, and qualifications required.

Equal Opportunity Employer

DGM Services, Inc. is an equal opportunity employer. We provide employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by applicable law