Support Specialist (2879)

Who We Are   

Aldridge is a leading Managed Service Provider (MSP) offering scalable IT and cybersecurity solutions to fast-growing, small to mid-market businesses in the US. Founded in 1984, this private equity-backed company is a technology management consulting, and outsourcing firm that provides best-fit solutions through a tailored approach and local relationships. With offices in Houston, Dallas, Fort Worth, San Antonio, Alexandria, Monroe and Seattle, the company’s unwavering dedication, superior technical expertise, and keen understanding of business processes have transformed it into a trusted partner for its clients. With a strong reputation for delivering high-quality services, Aldridge is committed to helping its clients optimize their technology infrastructure and achieve their business goals.    

Support Specialist 

Aldridge is a forward-thinking organization committed to delivering innovative technology solutions and exceptional service to our clients. We are seeking a customer-focused Support Specialist to join our team as the first line of technical support for our clients. This is an excellent opportunity for an early-career technician who is eager to develop technical expertise, build great client relationships, and grow within a collaborative MSP environment. 

Position Overview:  

The Support Specialist is the first point of contact for end-user technical issues and plays a critical role in delivering a fast, professional, and high-quality client experience. Working from a defined queue of tickets, the Support Specialist resolves day-to-day issues across a defined scope of common end-user technologies, with guidance and oversight from more experienced teammates and the Team Lead/Support Manager. 

This role is ideal for a technician with foundational MSP or help desk experience who is ready to sharpen their troubleshooting skills, build core technical knowledge, and consistently deliver against ticket and CSAT expectations. The Support Specialist is expected to follow defined processes, ask for help early, and steadily grow toward independent ownership of their assigned ticket scope. 

Key Responsibilities:  

• Provide technically accurate, user-friendly solutions to common end-user requests via phone, remote session, and ticket. 

• Handle Active Directory tasks such as user creation, password resets, group membership changes, and permission adjustments under defined procedures. 

• Troubleshoot and resolve printer, peripheral, and basic connectivity issues to keep users productive. 

• Address routine email issues, including mailbox access, distribution lists, and basic Outlook/Microsoft 365 client problems. 

• Provide first-line application support for commonly used business software, escalating non-standard issues as needed. 

• Diagnose straightforward technical issues across Windows, Microsoft 365, and standard business applications, escalating complex issues per process. 

• Maintain accurate, timely, and complete ticket documentation, including clear problem descriptions, troubleshooting steps, and resolutions. 

• Meet or exceed defined utilization, CSAT, and ticket-handling targets. 

• Occasionally travel onsite to perform tasks that cannot be completed remotely. 

• Perform other duties as assigned to support the team and broader department objectives. 

• 1-2 years of experience in a technical support, help desk, or MSP role preferred. 

• Working knowledge of Windows desktop environments, Microsoft 365, basic Active Directory tasks, and common business applications. 

• Familiarity with ticketing systems (e.g., ConnectWise, Autotask, ServiceNow) and SLA-driven workflows. 

• Strong customer-service orientation, with the ability to remain calm and professional under pressure. 

• Clear written and verbal communication skills, including the ability to explain technical concepts to non-technical users. 

• A learning mindset and a willingness to ask for help, follow defined processes, and accept coaching. 

• Relevant certifications such as CompTIA A+, Network+, or Microsoft 365 Fundamentals are preferred but not required. 

• Attention to detail and a team-oriented approach to problem solving. 

Hybrid work schedule:    

• Optional work from home days are Mondays and Fridays    

• Required in-office days are Tuesdays, Wednesdays and Thursdays   

• Travel will be required up to 50% within territory    

Additional Requirements   

• Physical ability to stand, walk or sit for extended periods   

• Must be comfortable with periodically lifting 25 pounds    

Aldridge Core Values:    

• Build Trust – We continuously earn the trust of our partners through genuine, transparent communication, and unflinching accountability.    

• Take Swift, Meaningful Action – When every second matters, we drill to the core question and act decisively.   

• Create Best-Fit Solutions – More ≠ better – We create the most value for the least added overhead and complexity.    

• Evolve & Improve – We know the power of a growth mindset. We do not let fear of failure stop us from finding new, and better ways to do things.    

Aldridge is an Equal Employment Opportunity and Affirmative Action Employer. We do not discriminate based upon race, religion, color, national origin, gender, age, veteran status, or any other basis covered by appropriate law. We celebrate diversity and are committed to creating an inclusive environment for all our employees. All employment is based on qualifications, merit, and business needs. This job description is intended to describe the general nature and level of work being performed by employees assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. The Company reserves the right to modify, add, remove, or reassign duties and responsibilities at any time to meet business needs. Nothing in this job description alters the at-will employment relationship or constitutes a contract of employment.