IT Support Specialist

Job Title: IT Support Specialist Department: Information Technology Location: Houston Position Type: Full-time Company Overview Gulf Winds International, Inc. is a leading provider of drayage, transloading, and storage, serving importers and exporters globally. The Company prides itself on innovation, people, and purpose, redefining expectations for intermodal trucking. With a robust presence at major ports, including Houston, Dallas, Mobile, Memphis, Savannah, Charleston, Norfolk, Baltimore, and Chicago, Gulf Winds is dedicated to delivering top-notch services through continuous investment in technology and infrastructure. Ownership: The company is backed by The Sterling Group, a Houston-based private equity firm. Since 1982, The Sterling Group has partnered with management teams to grow and build winning businesses in the industrial sector. Over 75% of Sterling’s past partnerships have been with family businesses and corporate carve-outs. Sterling excels as a partner bringing its operational focus and expertise to support company objectives. Today, Sterling has over $5.7 billion in assets under management. Position Overview We are looking for a technically sharp, self-motivated IT Support Specialist to serve as the first point of contact for all internal IT helpdesk issues at GWII. This is not a typical ticket-queue role. We need someone who takes ownership, digs into problems, and comes with the tools and instincts to resolve issues efficiently. The right candidate will have a strong Tier 2/3 support background and will be actively developing their skills toward a Systems or Network Administrator role. This position reports to the Director of IT and operates in a hybrid work arrangement. Key Responsibilities Helpdesk & End-User Support Serve as the primary point of contact for all IT support requests submitted via Zendesk Triage, prioritize, and resolve Tier 1/2/3 incidents covering hardware, software, networking, and Microsoft 365 Manage endpoint configuration, deployment, and troubleshooting via RMM tooling Maintain user support KB articles, to help allow users self service. Maintain accurate asset inventory and device records. Own end-user machine patch management, including scheduling, deployment, and compliance reporting across all managed endpoints via RMM tooling Provide clear, timely communication to end users throughout the lifecycle of their tickets Escalate issues to the Director of IT or appropriate vendor/specialist when resolution requires deeper expertise. Be available to respond to occasional after-hours and weekend IT issues, including system outages, critical incidents, and scheduled maintenance windows Systems & Identity Administration Manage user lifecycle in Microsoft Entra ID including provisioning, deprovisioning, group membership, and conditional access policies Administer Microsoft 365 services including Exchange Online, SharePoint, Teams, and Intune Support endpoint management and compliance policy enforcement Assist with onboarding and offboarding workflows, ensuring access is granted and revoked accurately and on time Acquire, install, and test system and software upgrades and new computer hardware components Networking & Infrastructure Support and troubleshoot LAN/WAN connectivity issues across office and remote environments Assist with firewall rule management, VLAN configuration, and network access controls Work alongside the Director of IT on infrastructure projects including network upgrades and security hardening Monitor network health and respond to alerts from monitoring platforms Scripting & Automation Write and maintain PowerShell scripts to automate repetitive IT tasks Identify manual processes that can be improved through automation and proactively propose solutions Maintain documentation of IT infrastructure, systems configurations, and troubleshooting procedures, including runbooks and self-service guides Required Qualifications 5+ years of hands-on IT support experience, with demonstrated Tier 2/3 competency Proficiency with Microsoft Entra ID (formerly Azure AD) including user management, groups, and Conditional Access Experience administering M365 services (Exchange Online, Teams, SharePoint, Intune) Solid understanding of networking fundamentals: TCP/IP, DNS, DHCP, VLANs, and firewall concepts Hands-on experience with a RMM platform for endpoint management and remote support Working knowledge of PowerShell scripting for task automation and system administration Experience with a ticketing system such as Zendesk, Freshservice, or equivalent Strong hardware and software troubleshooting skills. Excellent written and verbal communication skills; able to explain technical issues clearly to non-technical users Self-starter mentality with the ability to manage competing priorities without constant direction Willingness and ability to be reached outside of normal business hours on an as-needed basis for urgent IT issues. Preferred Qualifications Experience managing or troubleshooting enterprise firewalls and network devices. Microsoft certifications (MS-102, AZ-104, SC-300, or equivalent) Familiarity with ITIL frameworks and change management processes Experience with Power Automate or other workflow automation platforms CompTIA Network+ or Security+ certification