Technical Support Specialist

IT Support Specialist 

Location: Fort Worth, TX
Reports To: Senior Manager IT Service Desk
Collaborates With: IT Team, Stores, Distribution Center, Corporate teams

Position Overview

The IT Support Specialist will be responsible for providing high-quality, hands-on and phone technical support to all Tandy users. This person will ensure that all technology support requests in the service desk queue are handled efficiently, accurately, and within agreed Service Level Agreements (SLAs). This is a customer-facing role focused on resolving technical issues, working tickets directly, assisting with projects and contributing to the stability and improvement of IT systems. The role supports Tandy’s retail stores, distribution center, and corporate users, requiring strong technical troubleshooting skills, strong interpersonal skills, and a service-oriented mindset.

Key Responsibilities

• Work service desk incidents and requests, ensuring they are resolved within SLA and all work is properly documented in the ITSM tool.

• Provide hands-on and phone support for computer hardware, peripherals, Point of Sale (POS) systems, and network equipment.

• Troubleshoot and resolve issues related to Windows operating systems, Microsoft 365, and corporate applications, including Microsoft Dynamics 365 Business Central.

• Serve as a technical resource for complex or high-priority issues, performing advanced troubleshooting to identify and resolve root causes.

• Administer user accounts, permissions, and access controls within Microsoft Entra (Azure AD) and other Identity and Access Management (IAM) systems.

• Install, configure, and troubleshoot computer hardware, software, and mobile devices (Zebra, Apple, Android) managed via MDM.

• Collaborate with infrastructure, network, and application teams and 3rd party support vendors to resolve recurring issues and improve user experience.

• Document solutions, create knowledge base articles, and promote self-service capabilities where appropriate.

• Contribute to service desk reporting by accurately documenting all work and escalating trends to leadership.

• Contribute to IT projects impacting service desk operations, retail technology, and corporate systems.

Required Skills & Experience

• Hands-on IT support experience (minimum of 3 years) in a service desk or technical support environment.

• Proven ability to deliver exceptional customer service in a front-line IT support role.

• Experience supporting Point of Sale (POS) systems and peripherals in a retail environment.

• Strong knowledge of computer hardware, peripherals, and networking fundamentals (LAN/WAN, VPN, Wi-Fi troubleshooting) including experience with Teams conferencing equipment, Cisco Meraki & Catalyst, and/or Fortinet equipment.

• Experience with Microsoft Entra (Azure Active Directory) and IAM (Identity and Access Management).

• Exposure supporting Microsoft Dynamics 365 Business Central or similar ERP systems.

• Experience with Zebra printers and Apple/Android handheld devices managed through an MDM (NinjaOne, JAMF, Intune).

• Proficiency in Windows operating systems, Microsoft 365, and endpoint management.

• Familiarity with ITIL principles and practical experience following them in day-to-day work.

• Excellent troubleshooting and problem-solving skills with a customer-first mindset.

• Strong written and verbal communication skills, with the ability to explain technical issues to non-technical users.

• Highly organized, detail-oriented, and able to manage competing priorities in a fast-paced environment.

Preferred Qualifications

• Background in the use of network monitoring platforms (e.g., LogicMonitor, PRTG, Nagios, Zabbix).
• Proficiency with IT Service Management tools (e.g., Freshservice, ServiceNow, Jira Service Management) for ticket management and documentation.
• Previous experience in a multi-site retail or distribution center setting.
• Strong problem-solving, troubleshooting, and communication skills. Demonstrated ability to effectively communicate and build rapport with C-suite executives while delivering premium, white-glove technical support.
• Extensive background deploying and administering devices in a Zero Touch Deployment environment.
• Ability to train and support end users and collaborate across departments.
• Willingness to work night and weekend shifts and serve as part of the on-call IT support rotation.

EQUAL EMPLOYMENT OPPORTUNITY

At Tandy, our diversity is our strength, and we are committed to creating a safe and inclusive workplace for all employees regardless of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. Tandy is proud to be an equal-opportunity employer.

ABOUT TANDY

Tandy Leather Factory, Inc., (http://www.tandyleather.com), headquartered in Fort Worth, Texas, and in business since 1919, is a specialty retailer of a broad product line including leather, leatherworking tools, buckles and adornments, leather dyes and finishes, saddle and tack hardware, and do-it-yourself kits.  Tandy Leather distributes its products through its 100 North American stores located in 40 US states, 6 Canadian provinces, and Spain.