Overview
On Site
$35
Contract - Independent
Contract - W2
Job Details
TI/II Support Tech | 452447
DETAILS
Location: Plano, TX 75093 (onsite 5-days per week)
Position Type: 6M C2H
Hourly / Salary: to $75K
JOB SUMMARY
Vaco Technology is currently seeking a TI/TII Support Tech for a 6M C2H opportunity that is located in Plano, TX 75093 (onsite 5-days per week). The TI/TII Support Tech will serve as the first point of contact for all incoming technical support requests across a growing footprint of U.S.-based retail / storage locations. The TI/TII Support Tech will provide frontline troubleshooting and Tier 1 resolution, escalate higher-complexity issues to onsite Tier 2 staff, and support end-user access, endpoint management, and basic infrastructure diagnostics. The TI/TII Support Tech will work onsite alongside a Tier 2 resource to stabilize and scale IT operations during a period of rapid business expansion (200+ locations expected over the next 1–2 years). The TI/TII Support Tech must have strong Windows 11 / MacOS troubleshooting skills, customer-facing support experience, and working knowledge of M365, identity management tools, remote support utilities, and ticketing systems. Additionally, TI/ TII Support Techs with experience supporting Cisco Meraki, ISP triage, camera/security system basics (Rhombus / NVR), and vendor coordination is strongly preferred but not required.
JOB REQUIREMENTS
Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual’s skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company’s 401(k) retirement plan.
DETAILS
Location: Plano, TX 75093 (onsite 5-days per week)
Position Type: 6M C2H
Hourly / Salary: to $75K
JOB SUMMARY
Vaco Technology is currently seeking a TI/TII Support Tech for a 6M C2H opportunity that is located in Plano, TX 75093 (onsite 5-days per week). The TI/TII Support Tech will serve as the first point of contact for all incoming technical support requests across a growing footprint of U.S.-based retail / storage locations. The TI/TII Support Tech will provide frontline troubleshooting and Tier 1 resolution, escalate higher-complexity issues to onsite Tier 2 staff, and support end-user access, endpoint management, and basic infrastructure diagnostics. The TI/TII Support Tech will work onsite alongside a Tier 2 resource to stabilize and scale IT operations during a period of rapid business expansion (200+ locations expected over the next 1–2 years). The TI/TII Support Tech must have strong Windows 11 / MacOS troubleshooting skills, customer-facing support experience, and working knowledge of M365, identity management tools, remote support utilities, and ticketing systems. Additionally, TI/ TII Support Techs with experience supporting Cisco Meraki, ISP triage, camera/security system basics (Rhombus / NVR), and vendor coordination is strongly preferred but not required.
- Service Desk Operations – Act as First Point of Contact for All Support Requests (Phone / Email / Walk-Up) | Provide First-Contact Resolution | Accurately Log / Track Incidents | Escalate Tier 2+ Issues to Onsite Lead | Maintain End-User Satisfaction / SLAs
- Endpoint Support – Troubleshoot Windows 11 / MacOS Desktops and Laptops | Assist with Remote Access / VPN Issues | Configure iOS / M4A Mobile Devices | Support Endpoint Imaging / Software Installations / Device Provisioning
- User Access Management – Provision / Deprovision Azure AD Accounts | Manage Group Memberships / Mailboxes / Permissions | Perform Access Reviews / Troubleshoot Login Issues
- Networking / ISP Support – Assist / Resolve Local / Remote ISP Connectivity Issues | Coordinate with Vendors for Internet / Circuit / Equipment Problems | Support Initial Configuration / Monitoring of Cisco Meraki Devices
- A/V & Security Device Support – Provide Tier 1 Support for Rhombus Cameras, NVR Systems, and Access Gate Equipment | Perform Basic Troubleshooting | Escalate Hardware Issues
- Toolset / Platforms – Work Within Halo / JIRA for Ticketing and Incident Management | Leverage InTune / ScreenConnect for Remote Support / Policy Deployment | Utilize SharePoint / OneDrive / Teams for Documentation / Communication
- End-User Support – Walk Non-Technical Users Through Step-by-Step Issue Resolution | Provide White-Glove Support to Clinical / Operational Staff | Ensure Positive End-User Experience Across Remote / Local Locations
- Growth / Expansion Support – Support Onboarding of New Retail Locations | Assist in Device Setup / Provisioning / Connectivity During Site Launches | Standardize IT Ops Across a Distributed National Footprint
JOB REQUIREMENTS
- OS / Desktop Support – Windows 11 / MacOS | Enterprise-Level Desktop Support
- Endpoint / Mobile Device Support – iPhone iOS / M4A Devices / General Mobile Device Support / Meeting Room A/V Equipment setup and troubleshooting.
- Collaboration / Productivity Tools – MS Teams / O365 / SharePoint / OneDrive (file sharing / communication / document collaboration)
- Account / Identity Management – Azure / AAD / Entra ID | User Account Provisioning / Authentication / Access Control
- Endpoint Management – InTune / Automate / Screen Connect | Device Provisioning / Policy Enforcement / Software Deployment / Remote Support
- Ticketing / Workflow Systems – Halo / JIRA | Incident Tracking / Documentation / Resolution Workflows / Escalation Management
Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual’s skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company’s 401(k) retirement plan.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.