Technical Support Specialist

At Tandy Leather Factory, the IT Support Specialist supports corporate, distribution, and retail operations with hands-on and phone-based technical assistance. This role works as a Tier 2 point of contact for complex or high-priority incidents, resolving tickets within SLA while maintaining strong ITSM documentation quality and delivering a white-glove experience for staff and leadership.

What you’ll do

• Handle service desk incidents and requests, ensuring resolutions are completed within SLA and documented properly in the ITSM tool.
• Provide hands-on and phone support for computers, peripherals, Point of Sale (POS) systems, and network equipment.
• Act 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 in Microsoft Entra (Azure AD) and other IAM systems.
• Install, configure, and troubleshoot hardware, software, and mobile devices (including Zebra, Apple, and Android) managed through RMM/MDM.
• Deliver high-touch support for corporate staff and leadership, including onboarding setup, desk-side visits, meeting room assistance, Teams conferencing, and proactive follow-up.
• Create knowledge base articles and support 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 affecting service desk operations, retail technology, and corporate systems.

Key technologies

• Microsoft Entra (Azure AD), Microsoft 365, Teams, Active Directory, SSO
• ITSM tool, ITSM queues, automation rules, reporting
• Microsoft Intune, NinjaOne, RMM/MDM
• Microsoft Dynamics 365 Business Central
• Zebra handhelds, Zebra printers, Zebra
• Meraki, Cisco Catalyst, TCP/IP, DHCP, DNS, VLANs, VPN, Wi-Fi
• Point of Sale (POS) systems and Windows operating systems

What you bring

• 4-6 years of hands-on IT support experience in a service desk or technical support environment.
• Hands-on support experience with 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, including SSO configuration.
• MDM experience, preferably with Microsoft Intune and NinjaOne.
• Experience supporting Microsoft Dynamics 365 Business Central or a similar ERP system.
• Warehouse or distribution environment experience supporting Zebra handheld devices and Zebra printers, including basic printer maintenance.
• Demonstrated white-glove customer service experience supporting corporate staff and executives.
• Experience with Cisco Meraki and Cisco Catalyst plus strong 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, Microsoft 365, and endpoint management.
• Strong troubleshooting and problem-solving skills, with effective 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.

Bonus and benefits

• Competitive compensation with a pay-for-performance culture.
• Bonus Programs
• Paid Holidays: 10 paid holidays available on day one.
• Paid Time Off: beginning at 60 days of employment.
• Comprehensive health care options: medical, dental, vision plus life and disability insurance.
• 401(k) Plan with company match.
• Employee discounts on Tandy Leather Factory products.

Location and reporting

• Location: Fort Worth, TX (hybrid)
• Also listed: Benbrook, TX
• Reports to: Senior Manager IT Service Desk
• Collaborates with: IT Team, Stores, Distribution Center, Corporate teams

Preferred qualifications

• Basic knowledge of firewalls, preferably Fortinet FortiGate (policy review, VPN troubleshooting, and log analysis).
• Proficiency with IT Service Management tools such as Freshservice or Jira Service Management.
• Experience in a multi-site retail or distribution center setting.
• Experience deploying and administering devices in a zero-touch environment.
• 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 participate in the on-call IT support rotation.

Compensation: USD 55,000 - 60,000 per year. Minimum experience: 4 years.