Technical Support Specialist

The IT Support Specialist delivers hands-on and phone support to Tandy’s corporate office, distribution center, and retail stores, and works as the Tier 2 resource for complex or high-priority issues. You will resolve tickets within SLA, provide white-glove service to corporate staff and executives, and keep warehouse scanning and label printing running through Zebra handhelds and printers., The role also owns day-to-day quality in our ITSM system, supports a hybrid Active Directory/Microsoft Entra ID environment with Intune and Ninjaone managed endpoints, handles Meraki and Cisco Catalyst troubleshooting, assists with automating repetitive work, and supporting our Point-of-Sale devices. It is a customer-facing role that suits someone with strong technical skills, a service-first mindset, and an interest in improving how IT support runs., * 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 computers, peripherals, Point of Sale (POS) systems, and network equipment.
• 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 RMM/MDM.
• Deliver white-glove, high-touch support to corporate staff and leadership, including onboarding setup, desk-side visits, meeting room and Teams conferencing support, and proactive follow-up.
• Write knowledge base articles and promote self-service where appropriate.
• Administer and improve ITSM queues, request types, workflows, SLAs, automation rules, and reporting, and escalate trends to leadership.
• Contribute to IT projects impacting service desk operations, retail technology, and corporate systems.

• 4-6 years of hands-on IT support experience in a service desk or technical support environment.
• Hands-on experience supporting a hybrid Windows Active Directory and Microsoft Entra ID environment, including identity and access management.
• Experience with, or direct participation in, a conversion or migration from hybrid Active Directory to Entra ID and configuring SSO.
• Experience with a MDM platform, preferably Microsoft Intune and NinjaOne
• Exposure supporting Microsoft Dynamics 365 Business Central or similar ERP systems.
• Hands-on experience in a warehouse or distribution environment supporting Zebra handheld devices and Zebra printers, including basic printer maintenance.
• Demonstrated white-glove customer service experience supporting corporate staff and executives.
• Experience configuring and managing Cisco Meraki and Cisco Catalyst equipment, with solid networking fundamentals (TCP/IP, DHCP, DNS, VLANs, VPN, and Wi-Fi troubleshooting).
• Experience supporting Point of Sale (POS) systems and peripherals in a retail environment.
• Proficiency with Windows operating systems, Microsoft 365, and endpoint management.
• Excellent troubleshooting and problem-solving skills, with strong written and verbal communication and the ability to explain technical issues to non-technical users.
• Highly organized and detail-oriented, able to manage competing priorities in a fast-paced environment., * Basic knowledge of firewalls, preferably Fortinet FortiGate (policy review, VPN troubleshooting, and log analysis).
• Proficiency with IT Service Management tools (e.g., Freshservice, Jira Service Management) for ticket management and documentation.
• Previous experience in a multi-site retail or distribution center setting.
• Experience deploying and administering devices in a zero-touch environment.
• Demonstrated ability to build rapport with C-suite executives while delivering premium, white-glove support.
• Ability to train and support end users and collaborate across departments.
• Willingness to work occasional night and weekend shifts and serve as part of the on-call IT support rotation.

TLF offers great benefits and a competitive compensation package:

• Competitive compensation - strong pay for performance culture.
• Bonus Programs
• Paid Holidays - 10 paid holidays available on day one of employment.
• Paid Time Off - beginning at 60 days of employment.
• Comprehensive health care coverage options: medical, dental, vision plus life and disability insurance
• 401(k) Plan - company matched
• Employee discounts on our products
• And much, much more!

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.