IT Support Associate

This is a full time, on-site position in Carrollton, TX.

POSITION OVERVIEW

DC International is the parent company of two direct-to-consumer eCommerce brands, Leatherology and Coverstore. We're adding a new IT Support Associate to our IT team.

You'll be the first person our employees reach when they need help: a laptop that won't connect, a new hire who needs accounts by Monday, a warehouse label printer that stopped printing, an order screen showing an error. You'll own the help desk end to end and fix most requests yourself. For problems that need a specialist, you'll get them to the right one quickly, with a clear description of what's broken and who it's affecting. Our goal is that every request gets a response from a real person within minutes, not hours, and you are how we get there.

This is an entry-level role with real training behind it. A senior member of the IT team will train you on our systems, and the role has room to grow into systems administration, infrastructure, and project work. We're an AI-forward team: you'll use AI tools like Claude every day to troubleshoot, write documentation, and automate repeat work.

KEY RESPONSIBILITIES

Help desk: you own it

- Set up and remove accounts and access across Microsoft 365, Business Central, Shopify, Jira, and Airtable, including new-hire setup and same-day departures

- Manage software licenses and keep them matched to the people who actually need them

- Set up, troubleshoot, and track laptops, monitors, docks, printers, and warehouse handhelds and label printers

- Install software and help people get unstuck in everyday tools (Outlook, Teams, Excel)

- Keep the hardware asset inventory current and handle vendor warranty repairs

- Close every ticket with a short note on what was wrong and what you changed

First response and triage

- Watch the support queue during business hours and respond to new requests quickly

- Fix what you can on the spot. For business-system problems (Business Central, warehouse, website), hand off to the right specialist within minutes, not after hours of digging, with the impact written down

- Know when a request is bigger than a quick fix, and get it to the person who sets priorities with the facts they need to decide

- Turn hallway questions and chat messages into tickets, so nothing depends on one person's memory or inbox

Keeping things from breaking

- Run a maintenance calendar covering patches, firmware and handheld updates, certificate and key expirations, and conference-room and warehouse-station checks

- Help turn automated system alerts into tracked tickets, so they don't depend on who happened to see the email

- Write and maintain runbooks in Markdown, written so both teammates and our AI tools can use them, so recurring problems get solved faster each time

- Turn repeat fixes into reusable AI skills and automations the whole team can use

Systems you'll work with: Microsoft 365 (Exchange Online, Teams, SharePoint), Entra ID and Intune, Windows 11, Dynamics 365 Business Central, Shopify, Jira Service Management, Airtable, Cisco/Fortinet networking, and Claude (including Claude Code skills and plugins).

QUALIFICATIONS

- 1+ year in IT support or help desk, or equivalent experience (coursework, certifications, home lab, or a support role in another field)

- Comfortable with Windows 11, Microsoft 365, and PC hardware troubleshooting

- Basic networking knowledge (IP, DNS, DHCP, Wi-Fi)

- Clear writing: your ticket notes and runbooks are what the rest of the team relies on

- Comfortable using AI assistants (Claude, ChatGPT, Copilot, or similar) as an everyday work tool, and in the habit of checking their answers rather than trusting them blindly

- Patient and friendly with people who are stuck and in a hurry

- Good at figuring out what someone actually needs, even when they can't describe the problem clearly

- Willing to say "I don't know yet" and find out, rather than guess

PREFERRED QUALIFICATIONS

- CompTIA A+, or willingness to earn it within the first six months

- Experience with Entra ID / Active Directory and Intune

- Experience with a ticketing system, ideally Jira Service Management

- Experience writing Markdown documentation, or building AI prompts, skills, or plugins

- Basic PowerShell

- Exposure to an ERP (Business Central or similar) or Shopify

- Tech support in a warehouse, retail, or distribution setting

WHAT SUCCESS LOOKS LIKE

First 30 days

- Learn our environment alongside a senior team member: devices, accounts, network, and the main business systems

- Resolve routine help-desk tickets on your own

First 60 days

- Own the help desk: accounts, devices, software, new hires, and departures

- Write your first runbooks from the tickets you close

First 90 days

- Serve as first responder for the support queue during business hours

- Get business-system issues to the right specialist quickly, with the impact clearly written

- Keep the maintenance calendar running on schedule

ABOUT THE COMPANY

DC International is a dynamic, fast-growing eCommerce company and the parent organization of two leading direct-to-consumer brands, Leatherology and Coverstore.

Leatherology is dedicated to offering a thoughtfully curated collection of premium leather goods at accessible prices. Our products are designed to be timeless, functional, and personal, and many customizable with monograms or company logos and beautifully packaged for gifting or everyday use.

Coverstore is the premier online retailer of protective covers for outdoor furniture, vehicles, and indoor furnishings. Our mission is simple: to provide exceptional protection for the things people value most. By selling exclusively online, we offer one of the largest selections of sizes, materials, colors, and styles available anywhere.

Across both brands, we are committed to delivering an outstanding online shopping experience through high-quality products, intuitive technology, and exceptional customer service.

At DC International, you'll join a team of driven, collaborative professionals who thrive in a fast-paced, entrepreneurial environment. We value innovation, ownership, and continuous improvement and we're excited to grow alongside individuals who share that mindset.