What are the responsibilities and job description for the IT Specialist position at Nationwide Southwest?
IT Generalist / IT Support Specialist
Location: Bedford, TX
Employment Type: Full-Time
Work Arrangement: In-Office
Company Size: Approximately 25 employees
About the Position
We are looking for a hands-on IT Generalist / IT Support Specialist to manage the day-to-day technology needs of our growing 25-person organization.
Our team consists of office-based employees and field sales professionals, so this role will support both traditional office technology and the mobile technology needs of employees who spend much of their time in the field.
This is an in-office position for someone who enjoys solving problems, working directly with people, and taking ownership of the company's technology environment. The ideal candidate will be comfortable supporting Windows and Mac computers, Microsoft 365, Adobe Acrobat, networking, printers, mobile devices, and our Yealink/Telzio IP phone system.
What You'll Do
Desktop & User Support
Provide day-to-day support for our Microsoft environment, including:
Manage and support our Yealink IP phone system using Telzio, including:
Field Sales Technology
Because approximately half of our employees are field sales professionals, you'll also help ensure our sales team has the technology they need to stay productive outside the office.
Responsibilities may include:
We're looking for someone who is resourceful, dependable, and comfortable being the person everyone calls when technology isn't working.
You should be someone who can:
As a 25-person company, IT plays an important role in keeping everyone productive. This isn't a position where you'll be one of dozens of IT employees handling a narrow slice of technology.
You'll have the opportunity to own a broad range of IT responsibilities, work directly with employees and management, improve our systems and processes, and make a visible impact on the business.
If you're the kind of IT professional who enjoys variety, solving problems, helping people, and being the go-to technology resource for an organization, we'd like to hear from you.
Location: Bedford, TX
Employment Type: Full-Time
Work Arrangement: In-Office
Company Size: Approximately 25 employees
About the Position
We are looking for a hands-on IT Generalist / IT Support Specialist to manage the day-to-day technology needs of our growing 25-person organization.
Our team consists of office-based employees and field sales professionals, so this role will support both traditional office technology and the mobile technology needs of employees who spend much of their time in the field.
This is an in-office position for someone who enjoys solving problems, working directly with people, and taking ownership of the company's technology environment. The ideal candidate will be comfortable supporting Windows and Mac computers, Microsoft 365, Adobe Acrobat, networking, printers, mobile devices, and our Yealink/Telzio IP phone system.
What You'll Do
Desktop & User Support
- Provide hands-on technical support to approximately 25 employees.
- Troubleshoot Windows and Mac computers, laptops, monitors, docking stations, printers, scanners, and other peripherals.
- Set up computers and equipment for new employees and prepare equipment when employees leave the company.
- Install, configure, update, and maintain software and hardware.
- Troubleshoot Wi-Fi, wired network, VPN, and internet connectivity issues.
- Assist employees with technology issues both in the office and remotely when they are working in the field.
- Maintain an organized inventory of computers, peripherals, phones, and other IT equipment.
Provide day-to-day support for our Microsoft environment, including:
- Microsoft Outlook and email
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Teams
- OneDrive
- SharePoint
- Microsoft 365 user accounts and permissions
- Support employees using Adobe Acrobat for creating, editing, combining, converting, and securing PDF documents.
- Troubleshoot Adobe Acrobat installations, licensing, updates, forms, electronic signatures, and PDF-related issues.
- Help employees develop efficient workflows for managing and sharing PDF documents.
Manage and support our Yealink IP phone system using Telzio, including:
- Yealink desk phones
- User extensions
- Call routing
- Voicemail
- Call forwarding
- Phone configuration
- Basic troubleshooting
- New-user phone setup
- Troubleshooting connectivity and audio-quality issues
- Working with Telzio support when escalation is required
Field Sales Technology
Because approximately half of our employees are field sales professionals, you'll also help ensure our sales team has the technology they need to stay productive outside the office.
Responsibilities may include:
- Laptop and mobile device support
- Remote troubleshooting
- Email and Microsoft 365 access
- VPN and connectivity issues
- Mobile applications
- Remote access and collaboration tools
- Helping field employees troubleshoot technology issues while traveling or working with customers
- Troubleshoot basic network connectivity issues.
- Maintain and troubleshoot office Wi-Fi and wired network connections.
- Assist with routers, switches, firewalls, and other network equipment.
- Monitor and address basic connectivity and performance issues.
- Coordinate with internet, phone, software, and technology vendors when necessary.
- Maintain documentation of important IT systems, configurations, equipment, and procedures.
- Help maintain appropriate security practices across company computers and devices.
- Keep operating systems and software current.
- Assist with antivirus/endpoint protection and security updates.
- Help manage employee access to company systems.
- Identify and report potential security concerns.
- Assist with backup and recovery procedures.
- Promote good security practices among employees.
We're looking for someone who is resourceful, dependable, and comfortable being the person everyone calls when technology isn't working.
You should be someone who can:
- Diagnose a problem rather than simply restart the computer.
- Explain technical issues to non-technical employees in a clear and friendly way.
- Work independently and prioritize competing requests.
- Support both Windows and Mac users.
- Work comfortably with Microsoft 365 and Adobe Acrobat.
- Troubleshoot IP phones and basic networking.
- Work directly with employees at their desks.
- Support field employees remotely when needed.
- Know when to solve an issue yourself and when to escalate it to a vendor or specialist.
- Take ownership of the company's technology environment.
- 3 years of professional IT support or IT generalist experience.
- Strong Windows troubleshooting skills.
- Working knowledge of MacOS.
- Proficiency with Microsoft 365 and Microsoft Office applications.
- Strong experience with Adobe Acrobat.
- Experience supporting VoIP/IP telephone systems.
- Basic networking knowledge, including TCP/IP, DHCP, DNS, Wi-Fi, and Ethernet.
- Experience troubleshooting computers, printers, peripherals, and mobile devices.
- Excellent communication and customer-service skills.
- Yealink IP phones
- Telzio
- Microsoft 365 administration
- Microsoft Entra ID / Active Directory
- Microsoft Teams
- SharePoint and OneDrive
- Endpoint management
- Network administration
- Cybersecurity and endpoint protection
- Experience supporting a small or mid-sized business
As a 25-person company, IT plays an important role in keeping everyone productive. This isn't a position where you'll be one of dozens of IT employees handling a narrow slice of technology.
You'll have the opportunity to own a broad range of IT responsibilities, work directly with employees and management, improve our systems and processes, and make a visible impact on the business.
If you're the kind of IT professional who enjoys variety, solving problems, helping people, and being the go-to technology resource for an organization, we'd like to hear from you.