Support Specialist (2365)

Who We Are


Aldridge is a leading Managed Service Provider (MSP) offering scalable IT and cybersecurity solutions to fast-growing, small to mid-market businesses in the US. Founded in 1984, this private equity-backed company is a technology management consulting, and outsourcing firm that provides best-fit solutions through a tailored approach and local relationships. With offices in Houston, Dallas, Fort Worth, San Antonio, and Seattle, the company's unwavering dedication, superior technical expertise, and keen understanding of business processes have transformed it into a trusted partner for its clients. With a strong reputation for delivering high-quality services, Aldridge is committed to helping its clients optimize their technology infrastructure and achieve their business goals.


IT Support Specialist

Aldridge is a forward-thinking organization dedicated to delivering innovative technology solutions and exceptional service to our clients. We are seeking a highly motivated and customer-focused IT Support Specialist to join our team. This position offers the opportunity to develop technical expertise, contribute to meaningful projects, and grow within a collaborative and dynamic environment. As an IT Support Specialist at Aldridge, you will play a key role in ensuring the smooth operation of IT systems, providing technical support, and delivering high-quality service to our clients.

Position Overview:


The IT Support Specialist plays a crucial role in ensuring the smooth operation of client systems by providing timely, professional, and efficient technical support. You will be responsible for resolving end-user issues and ensuring a high standard of service delivery. As a member of our MSP team, you will be exposed to cutting-edge technologies and have the opportunity to work alongside a group of supportive, knowledgeable professionals. This role is ideal for someone passionate about technology and customer service, looking to grow in a fast-paced, dynamic IT environment.

Key Responsibilities:

• Provide technically accurate and user-friendly solutions to basic end-user requests, ensuring efficient and effective resolution.
• Manage and support Active Directory (AD) tasks, including user management, permissions, and group policies.
• Troubleshoot and resolve printer-related issues, ensuring minimal disruption to user productivity.
• Address and resolve email-related issues, ensuring seamless communication for end users.
• Offer application support, assisting users with software-related challenges and ensuring proper functionality.
• Handle new user creation processes, ensuring timely account setup and proper configuration.
• Manage user offboarding requests, including account deactivation and data transfer as needed.
• Build and set up workstations and laptops, ensuring that devices are configured according to company standards.
• Diagnose and troubleshoot technical issues across various platforms, providing effective solutions to restore functionality.
• Meet or exceed daily utilization goals, maintaining high productivity levels.
• Ensure high user satisfaction by delivering prompt, professional, and effective support.
• Stay informed about the latest technology trends, tools, and best practices to continuously improve service delivery.
• Occasionally travel onsite to perform tasks that cannot be completed remotely, ensuring that all client needs are met.
• Performs other duties as assigned to support the overall objectives of the department and organization.

• Minimum 1 year of experience in a technical support role, providing hands-on support for end-users and troubleshooting a variety of IT issues.
• A positive attitude, with the ability to remain calm and professional under pressure, ensuring a pleasant experience for users even in challenging situations.
• Exceptional problem-solving skills, with the ability to quickly diagnose issues and develop effective solutions to resolve technical challenges efficiently.
• A strong passion for continuous learning, with a voracious appetite for acquiring new knowledge and staying up-to-date with the latest technologies and industry trends.
• Ability to thrive in a fast-paced, high-pressure environment, managing multiple priorities while maintaining a high standard of service and meeting deadlines.
• Strong written and verbal communication skills, with the ability to clearly explain technical issues to non-technical users and document issues accurately in ticketing systems.
• Experience with ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk) is a plus, with the ability to efficiently manage and track support requests in a fast-paced setting.
• Relevant certifications such as CompTIA A+, Microsoft 365, Network+, or CCNA are highly desirable, demonstrating technical expertise and commitment to professional development.
• Team-oriented mindset, with a collaborative approach to problem-solving and a willingness to support colleagues and contribute to team success.
• Attention to detail, ensuring that issues are accurately identified and resolved, and that all documentation is thorough and up to date.

Hybrid work schedule

• Optional work from home days are Mondays and Fridays
• Required in-office days are Tuesdays, Wednesdays and Thursdays
• Travel will be required up to 50% within territory

Additional Requirements

• Physical ability to stand, walk or sit for extended periods
• Must be comfortable with periodically lifting 25 pounds

Aldridge Core Values:

• Build Trust - We continuously earn the trust of our partners through genuine, transparent communication, and unflinching accountability.
• Take Swift, Meaningful Action - When every second matters, we drill to the core question and act decisively.
• Create Best-Fit Solutions - More is not always better - We create the most value for the least added overhead and complexity.
• Evolve & Improve - We know the power of a growth mindset. We do not let fear of failure stop us from finding new, and better ways to do things.

Benefits:

• Competitive Salary and Incentive Plan
• Generous Employer Contribution to Health Benefits Package
• 401(k) Matching
• 4 Weeks Paid Time Off per year, plus additional days for community service
• Ongoing Training and Professional Development Opportunities
• Free Snacks and Beverages!

Aldridge is an Equal Employment Opportunity and Affirmative Action Employer. We do not discriminate based upon race, religion, color, national origin, gender, age, veteran status, or any other basis covered by appropriate law. We celebrate diversity and are committed to creating an inclusive environment for all our employees. All employment is based on qualifications, merit, and business needs