IT Support Specialist, NA

About Vantage Data Centers

Vantage Data Centers powers, cools, protects and connects the technology of the world's well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands.

IT Department

The IT Department for Vantage Data Centers is very hands on. In most cases, we specify, purchase, configure and maintain all networking and server hardware. We also work closely with partner VARs to learn about the latest technology changes so we can make informed purchase decisions. The IT department is always looking for ways to strike the best balance between technology, performance and cost. Vantage IT also participates in designing each of our new data center building's networking infrastructure, including but not limited to : diverse pathways connecting to carriers, meet-me room (MMR) hosting (rack, cabs, ladders, cross connect panels...), wireless AP coverage, etc. If you like getting your hands dirty and helping to design, build and maintain IT infrastructure in a modern data center, then come work at Vantage. We're expanding with many new builds!

Position Overview

This role will start in remote capacity and transition to onsite 5 days a week in Shackelford County, TX

As an IT Support Specialist, you will be a key part of the global IT Support team, providing both remote and on-site assistance. In this role, you'll work closely with our onboarding team to configure, prepare, and ship IT equipment to new hires, ensuring a smooth start for all employees.

Your responsibilities include providing first and second-line support for hardware, software, and network issues, managing service requests and incidents through tools like ServiceNow and ManageEngine, and supporting both Windows and macOS environments.

You'll work across departments and regions, requiring excellent communication skills and a customer-service mindset. You'll also gain hands-on experience with technologies such as Active Directory, Azure AD, Office 365, and Mobile Device Management tools like Microsoft Intune and Jamf.

Essential Job Functions

Work under limited supervision both independently and within a team environment.

Provide 1st and 2nd line IT support for hardware, software, and networking issues (on-site and remote).

Collaborate with global IT teams to resolve escalations and manage IT service requests.

Partner closely with HR / onboarding teams to prepare, configure, and ship IT equipment to new hires.

Prioritize, log, and track multiple issues through resolution, following ITIL methodology.

Use ServiceNow and ManageEngine to manage and document incidents and requests.

Support and maintain video conferencing equipment on-site.

Maintain and update technical documentation.

Troubleshoot and resolve technical issues on Windows and macOS devices.

Provision and deprovision user accounts across business systems.

Install, maintain, and support software applications and systems.

Support the implementation of IT change management activities.

Occasionally travel to other sites and offices as required.

Be a friendly and professional point of contact for the regional office.

Handle additional duties as assigned by Management.

Job Requirements

Associates or Bachelor's degree in Information Technology, Computer Science, or relevant work experience.

5+ years of experience in a helpdesk or IT support environment.

Experience working within an ITIL environment; ITIL certification is preferred.

Hands-on experience with EntraID, Active Directory, Azure AD, and Office 365 (Teams, Exchange, etc.).

Knowledge of cybersecurity tools, antivirus, and firewall management.

Strong troubleshooting skills and familiarity with remote desktop applications and help desk software.

Excellent written and verbal communication skills; able to support users globally.

Ability to interact professionally with all levels of staff, including executives.

Experience with ServiceNow, ManageEngine, or similar ITSM tools.

Travel is expected to be 5-10% but may increase due to business need.

Physical Demands and Special Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to handle, or feel objects; reach with hands and arms; climb stairs; balance; stoop or kneel; talk and hear. The employee must occasionally lift and / or move up to 25 pounds.

Additional Details

Salary Range : $80,000 - $90,000 Base + Bonus (this range is based on Colorado market data and may vary in other locations)

This position is eligible for company benefits including but not limited to medical, dental, and vision coverage, life and AD&D, short and long-term disability coverage, paid time off, employee assistance, participation in a 401k program that includes company match, and many other additional voluntary benefits.

Compensation for the role will depend on a number of factors, including your qualifications, skills, competencies, and experience and may fall outside of the range shown.

#LI-Onsite

We operate with No Ego and No Arrogance. We work to build each other up and support one another, appreciating each other's strengths and respecting each other's weaknesses. We find joy in our work and each other, actively seeking opportunities to inject fun into what we do. Our hard and efficient work is rewarded with an above market total compensation package. We offer a comprehensive suite of health and welfare, retirement, and paid leave benefits exceeding local expectations.

Throughout the year, the advantage of being part of the Vantage team is evident with an array of benefits, recognition, training and development, and the knowledge that your contribution adds value to the company and our community.

Don't meet all the requirements? Please still apply if you think you are the right person for the position. We are always keen to speak to people who connect with our mission and values.

Vantage Data Centers is an Equal Opportunity Employer

Vantage Data Centers does not accept unsolicited resumes from search firm agencies. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of Vantage Data Centers.

We'll be accepting applications for at least one week from the date this role is posted. If you're interested, we encourage you to apply soon-we're excited to find the right person and will keep the role open until we do!