What are the responsibilities and job description for the Technical Support Specialist position at Highway?
Technical Support Specialist
FLSA Status: Exempt
Location: Dallas, TX (Onsite)
Reports to: Chief Information Officer
About the Company:
Highway is the fastest-growing freight tech provider in North America. We serve the largest freight brokers in the industry, solving one of their biggest pain points: who is really hauling their freight. We answer the question of Carrier Identity, protecting brokers’ networks, preventing fraud and increasing transparency. Serving and protecting our customers is our top priority, and we are proud that our best marketing is our customer referrals and testimonials.
Role Description:
As our Technical Support Specialist, you aren’t just "fixing computers"—you are managing the lifecycle of our team’s productivity. You will be the go-to person for everything from hardware provisioning to complex cloud access management. This is a high-visibility role that requires a blend of technical expertise, proactive problem-solving, and elite customer service.
Your role:
- User Lifecycle Management: Lead the end-to-end onboarding and offboarding process, ensuring new hires have equipment and access on Day 1.
- System Administration: Act as the primary administrator for Google Workspace (Gmail, Drive, Groups, Security) and manage user permissions across various SaaS platforms.
- Hardware & Inventory: Maintain a meticulous inventory of laptops, monitors, and peripherals. Handle procurement and hardware lifecycle refreshes.
- Technical Troubleshooting: Provide Tier 1 & 2 support for macOS environments, resolving software glitches, hardware failures, and connectivity issues.
- Network Maintenance: Monitor and troubleshoot office Wi-Fi and basic networking infrastructure to ensure zero downtime for the team.
- Documentation: Create and maintain "How-To" guides for employees and internal SOPs for the IT department.
- Special Projects: Assist the CIO with infrastructure upgrades, security audits, and the implementation of new internal tools.
Qualifications:
- Experience: 2 years in a technical support or helpdesk role, ideally within a fast-paced startup or tech environment.
- Technical Proficiency: Strong command of macOS troubleshooting and Google Workspace administration.
- Customer First Mentality: A "no task too small" attitude with a focus on providing a seamless experience for your colleagues.
- Work Ethic: A high degree of self-motivation and the ability to manage multiple tickets simultaneously without losing track of details.
- Reliability: This is an in-person role (5 days/week) at our headquarters to ensure immediate support for our hardware and networking needs.