Technical Support Specialist - TECHN002380

$39,000 - $68,000/Yr

Ardurra Group - Dallas, TX

Full-time - Mid Level

Remote - Dallas, TX

Professional, Scientific, and Technical Services

About the position

The Technical Support Specialist (Level 3) at Ardurra Group, Inc. is a senior-level role responsible for resolving complex technical issues and providing advanced support to internal users and IT staff. This position requires a deep understanding of hardware, software, and network systems, along with strong analytical and communication skills. The specialist will lead the local IT team, mentor junior staff, and ensure high-quality technical support and system reliability.

Responsibilities

• Serve as the primary point of contact for handling advanced technical support issues, including system failures, network disruptions, and hardware malfunctions.
• Diagnose and resolve complex technical problems across a variety of hardware, software, and networking platforms.
• Collaborate with IT team to identify root causes of technical issues and develop long-term solutions.
• Provide expert guidance and support in the deployment, configuration, and updating of hardware, software, and network systems.
• Develop and maintain technical documentation, including troubleshooting guides, system configurations, and standard operating procedures.
• Be the lead/mentor to local IT team.
• Provide general day to day end user support.
• Monitor system performance, recommend improvements, and lead initiatives to enhance user experience and system reliability.
• Stay abreast of new technologies and industry best practices, recommending the adoption of new tools and technologies where appropriate.
• Participate in on-call rotation for critical system support outside of normal business hours.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field recommended.
• 5 years of experience in technical support, IT, or a related field, with a proven track record in resolving complex technical issues.
• Strong knowledge of computer systems, network technologies, and software applications.
• Experience with Veeam, Vmware, and Hyper-V.
• Excellent problem-solving skills and the ability to think analytically.
• Exceptional customer service skills and the ability to communicate complex technical information to non-technical users.
• Experience with troubleshooting tools and techniques for analyzing and resolving technical problems.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified IT Professional) are highly desirable.

Benefits

• Competitive compensation
• Rich benefits programs
• Professional development opportunities through Ardurra Academy
• Leadership program
• Flexible time-off programs