IT Support Specialist

The IT Support Specialist provides technical support for employees across all Colossal role is responsible forend-user device setup troubleshooting and lifecycle management as well as assisting with access onboarding and software support.

The position requires strong customer service attention to detail and disciplined documentation. The IT Support Specialist ensures smooth day-to-day IT operations by resolving issues quickly maintaining accurate records and escalating complex problems to senior IT staff when appropriate.

This position is based on-site 5 days a week in our Dallas TX location.

Duties & Responsibilities

End-User Support

• Provide responsive support for hardware software and system issues across Windows macOS and Linux.
• Troubleshoot login connectivity and peripheral issues (monitors printers docks etc.).
• Support standard applications including Google Workspace Microsoft 365 Slack Zoom Adobe and others.
• Maintain a professional customer-focused approach in all interactions.

Device & Asset Management

• Prepare enroll and deploy employee laptops and workstations.
• Ensure devices comply with security and MDM requirements.
• Track assets throughout their lifecycle and manage peripheral inventory.

User Access & Onboarding

• Execute onboarding/offboarding tasks following established procedures.
• Coordinate with HR for timely account setup and device provisioning.
• Assist with access requests and permission changes via Okta.
• Maintain accurate user and device records across IT systems.

Application SaaS & AV Support

• Provide first-line support for corporate SaaS platforms (Google Workspace Microsoft 365 Zoom Slack Atlassian DocuSign).
• Troubleshoot licensing access sync and basic configuration issues.
• Support AV systems including QSys Dante BrightSign players Zoom Rooms and conference room equipment.
• Escalate complex issues to senior IT staff as needed.

IT Operations & Maintenance

• Maintain IT inventory and manage equipment checkouts/returns.
• Perform workstation updates and patching under IT direction.
• Document solutions and contribute to the internal knowledge base.

Escalation & Collaboration

• Escalate infrastructure-related issues (network RADIUS Zscaler VPN etc.) to the Network & Infrastructure Specialist.
• Report recurring issues or trends to the Sr. Director IT & Security.
• Support IT projects such as hardware refreshes SaaS rollouts and automation initiatives.

Other duties as assigned

Required Skills & Abilities

• Experience supporting Windows macOS and Linux environments.
• Familiarity with endpoint management AV technologies and access provisioning workflows.
• Strong troubleshooting communication and documentation skills.
• Ability to work independently while collaborating effectively with the IT team.

Education and Experience

• Associates or Bachelors degree in IT or a related field or equivalent experience.
• 3 or more years of experience in IT operations desktop support or systems administration.

Physical Requirements:

• Sit and/or stand for long periods performing office related tasks.
• Move about the office and/or laboratory to access various rooms.
• Must be able to occasionally lift up to 50 pounds.
• Operate office computers and laboratory computer instrumentation.
• Observe and detect details up close.
• Work around potentially hazardous chemicals.
• Ability to work on ladders lifts or pallet jacks as needed.

Required Schedule:

• Once onboarding is complete this role will require off-hours availability for incident response. This may include occasional weekend work.
• Ability to travel up to 20%