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Support Specialist II Waco

Support Specialist II

Full Time • Waco
Benefits:
  • 401(k)
  • 401(k) matching
  • Competitive salary
  • Dental insurance
  • Health insurance
  • Opportunity for advancement
  • Paid time off
  • Training & development
  • Vision insurance
  • Wellness resources
Position Summary
Pattillo, Brown & Hill, L.L.P. is seeking a skilled and motivated Support Analyst II to join our experienced IT team in Waco, Texas. This is not an entry-level position. We are looking for a candidate with meaningful hands-on experience in corporate IT support, who can operate independently in a fast-paced environment and grow into broader responsibilities aligned with our department’s high standards.
You will work closely with a small, collaborative team to support our internal users, troubleshoot diverse technical issues, and contribute to the reliable operation of IT services firm-wide. Over time, this position is expected to evolve with opportunities to expand into more advanced responsibilities consistent with your skillset and performance.
 
Key Responsibilities
  • Act as the primary point of contact for IT support tickets, resolving issues related to desktops, laptops, peripherals, software, and connectivity
  • Troubleshoot Windows 10/11 systems, docking stations, printers, monitors, and network-related problems
  • Provide technical support to both in-office and remote staff via VPN, Wi-Fi, or mobile hotspots
  • Manage user and device accounts in Active Directory and perform routine administrative tasks
  • Interpret existing Group Policy Objects (GPOs) to assist with diagnostics and support (GPO creation not required)
  • Provide support in environments using virtual machines, firewalls, and standard networking components
  • Utilize internal documentation and conduct independent research to resolve issues across a portfolio of 40+ enterprise applications
  • Communicate with clarity, patience, and professionalism when assisting non-technical end-users
 
Qualifications
  • 3–5 years of direct experience providing IT support in a business or corporate environment (academic or home experience will not qualify)
  • Strong technical proficiency with:
  • Windows 10/11 operating systems
  • Hardware peripherals
  • VPNs and remote connectivity
  • Active Directory
  •  Basic network diagnostics
  • Proven ability to independently analyze and resolve technical issues, escalating when appropriate
  • Excellent interpersonal and communication skills with a user-first approach
  • Availability for full-time, on-site work in Waco, TX (Monday through Friday)
  • Participation in a rotating on-call schedule after completion of the onboarding period
  • Reliable home internet connection and a personal smartphone capable of supporting MFA apps
  • Foundational understanding of virtualization, firewall behavior, and enterprise networking
 
Additional Information
Final candidates will be asked to complete a brief, practical troubleshooting assessment, which will involve walking a team member through a technical task using only verbal guidance. This exercise is designed to evaluate your ability to communicate clearly and problem-solve in real time.
 

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.





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