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
• T raining & 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 relevant experience in IT support, systems support, service desk, or technical field operations.
• Associate degree in Information Technology, Computer Science, or related field preferred; equivalent work experience considered.
• Experience supporting Microsoft 365, Entra ID (Azure AD), MFA, and user account management.
• Experience with endpoint deployment, patching, hardware troubleshooting, and device lifecycle management.
• Familiarity with Intune (or equivalent MDM tools), device compliance, and mobile device management.
• Basic networking knowledge (TCP/IP, DNS, DHCP, VLANs, Wi-Fi, VPN).
• Experience supporting printers, scanners, rugged warehouse devices, and label printers preferred.
• Familiarity with firewalls, EDR/AV tools, and security monitoring platforms preferred.
• Ability to run and terminate basic Cat6 cabling (short runs), mount cameras/access points, and perform light hardware installations.
• Must be authorized to work in the U.S. without sponsorship.

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong troubleshooting skills across hardware, software, networking, and end-user environments.
• Ability to triage and prioritize service desk tickets in a fast-paced operational setting.
• Working knowledge of Microsoft 365 administration, identity management, and access controls.
• Understanding of cybersecurity best practices, endpoint protection, and secure access protocols.
• Ability to support warehouse and field technology, including rugged devices and wireless connectivity.
• Strong documentation skills and ability to maintain accurate technical records.
• Ability to communicate clearly with technical and non-technical users.
• Self-motivated and capable of working independently while escalating appropriately.
• Strong organizational skills with attention to detail and follow-through.
• Dependable, accountable, and responsive during on-call or urgent situations.

DIRECT REPORTS

• This position has no direct reports

WORK ENVIRONMENT AND SAFETY EXPECTATIONS

• Work is performed onsite in a professional office setting located within or adjacent to warehouse operations.
• Position requires regular use of computers, multiple monitors, and development tools for extended periods.
• May require routine access to warehouse, packaging, staging, or operational areas to support system testing, troubleshooting, hardware validation, or user support.
• When entering warehouse or operational areas, employee must comply with all facility safety requirements.
• Required to wear appropriate Personal Protective Equipment (PPE) when in warehouse or operational areas, including safety footwear, high-visibility vest, eye protection, hearing protection, or other required equipment.
• Must follow all company safety policies, signage, hazard-communication standards, and access controls.
• Expected to maintain cybersecurity awareness and comply with all IT security protocols, data protection standards, confidentiality policies, and change-management procedures.
• Required to safeguard confidential and sensitive data and report any suspected security incidents or policy violations immediately.
• Must maintain a professional, organized, and secure workstation environment to protect company systems and data.
• Expected to participate in ongoing safety, compliance, and security training as required.

PHYSICAL REQUIREMENTS

• Ability to sit for extended periods while working at a computer workstation.
• Frequent use of hands and fingers for typing, coding, operating development tools, and handling computer equipment.
• Ability to view computer monitors for prolonged periods with sustained concentration.
• Ability to stand, walk, and move throughout office and warehouse areas as needed to support operational and technical needs.
• Ability to lift and carry up to 20 pounds occasionally (e.g., laptops, monitors, small hardware components, or equipment).
• Ability to wear required Personal Protective Equipment (PPE) when entering warehouse or operational areas.
• Ability to safely navigate warehouse aisles, staging areas, and equipment zones while maintaining awareness of moving forklifts and machinery.
• Visual and auditory ability sufficient to perform essential job functions safely and effectively, with or without reasonable accommodation.
• Ability to sustain mental focus and analytical concentration for complex technical problem-solving tasks.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in accordance with applicable law.

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