Customer Support & Advocacy Specialist
Level 1
Location: Plano, Texas 75024
No sponsorship available for this specific role
Pay Rate: $23.00/hour
Overview:
We are seeking a customer-focused Customer Support & Advocacy Specialist to support service desk operations, deliver high-quality end-user support, and contribute to continuous process improvement. This role requires strong communication skills, technical troubleshooting experience, and the ability to collaborate across teams.
Key Responsibilities
- Provide front-line support by handling incoming service desk calls and requests
- Deliver excellent customer service with a focus on timely issue resolution
- Troubleshoot and support end users across Windows and macOS environments
- Collaborate cross-functionally with team members and site leadership
- Assist with process improvements and operational readiness initiatives
- Participate in cross-training and knowledge sharing across the team
- Support ticket management and reporting using tools like ServiceNow, Zendesk, or similar
- Act as backup support for site leadership when needed
- Proactively identify skill gaps and pursue continuous improvement
Basic Qualifications
- High School Diploma, GED, or equivalent
- 1+ year of experience in technical support or IT administration
- 1+ year of experience supporting remote users and environments
- Experience with Windows 10
- Experience with ticketing systems (ServiceNow, Zendesk, HPSM, or similar)
Preferred Qualifications
- Bachelor’s degree in IT, Business, Computer Science, or related field (or equivalent military experience)
- Experience with Active Directory administration
- Familiarity with ITSM processes (incident, change, problem management)
- Experience with virtualization tools (VMware, ESX, Fusion)
- macOS support experience, including enterprise environments
- Experience with endpoint management tools (JAMF, SCCM)
- Experience supporting 100+ users in a corporate environment
- Knowledge of image deployment, system testing, and security tools (e.g., McAfee)
- Experience supporting Office tools on Mac (Teams, Skype, etc.)
- Apple certifications (a plus)
Why This Role
- Hands-on support in a fast-paced environment
- Strong exposure to both Windows and macOS ecosystems
- Opportunity to grow technical and customer-facing skills
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