Dallas Market Center is seeking a hands-on IT Technical Support Analyst II to join our onsite Help Desk team. The IT Technical Support Analyst II role combines Tier 1 and Tier 2 Help Desk responsibilities to handle advanced troubleshooting, infrastructure support, and system administration. This position serves as the escalation point for complex issues, assists with infrastructure upgrades, and helps maintain reliability across servers, networks, and security systems. This hands-on position emphasizes customer service excellence and a deep understanding of various IT systems, including desktops, laptops, mobile devices, and network equipment. This position is ideal for someone who’s mastered Tier 1 support and wants to grow into systems, networking, or cybersecurity.
Key Responsibilities:

• Resolve Tier 2 and advanced support requests escalated from Help Desk staff, ensuring a high level of customer satisfaction via in-person, telephone, and online support
• Troubleshoot and maintain Active Directory, Group Policy, and Microsoft 365
• Support switches, wireless access points, and VoIP systems
• Assist with Windows Server, virtualization (VMware/Hyper-V), and Veeam backups
• Monitor and maintain system health, patching, and endpoint protection
• Document configurations, solutions, and troubleshooting processes
• Support event operations and technology readiness during Market events
• Collaborate with vendors and other IT team members on infrastructure, security, and other IT projects
• Provide mentorship and guidance to Tier 1 team members
• Performs other duties as assigned by management

• High School diploma or equivalent required
• Associate’s degree in information technology or related field, or equivalent experience preferred
• 3+ years of experience providing advanced IT support or system administration
• Strong understanding of Windows Server, networking (TCP/IP, DNS, DHCP), and Microsoft 365
• Experience with virtualization, backup, and endpoint security tools
• Excellent problem-solving, communication, and customer service skills
• Strong organizational and time management skills
• Ability to work independently and collaboratively in a team environment
• Certifications such as CompTIA Network+, Security+, or Microsoft 365 Fundamentals preferred

• Hands-on work with enterprise infrastructure in a high-uptime environment
• Exposure to server, networking, and security systems
• Career path into Systems Administration or IT Management

• Serve as the first point of contact for IT support tickets and user requests
• Diagnose and resolve desktop, laptop, printer, and basic network issues
• Support Microsoft 365, Windows 10/11, and standard business applications
• Escalate complex issues to Tier 2 support when necessary
• Track and maintain hardware and software inventory
• Assist with setup and troubleshooting of AV systems, digital signage, and Market event technology
• Support VoIP phones, conference room systems, and other end-user technology
• Promote IT security best practices including MFA and phishing awareness
• Participate in Market event support and special project deployments
• Maintain accurate ticketing and documentation in the IT system

• High school diploma or equivalent required; technical certifications preferred (CompTIA A+, Network+)
• 1–2 years of IT support experience in a business or campus environment
• Working knowledge of Windows, Microsoft 365, and general networking
• Strong communication and customer service skills
• Ability to lift 40 lbs and provide hands-on support across the property

• Onsite, team-based environment with direct user interaction
• Exposure to enterprise IT systems and event operations
• Opportunities for skill growth and certification reimbursement

• Partner effectively with the Retail Development Team to share relevant information and support departmental goals
• Assist in recruiting and securing quality buyer attendance through exhibitor partnerships and strategic travel incentives
• Engage with exhibitors and retail partners via outbound calling and in-person initiatives to support event participation and promotions
• Maintain and grow a comprehensive customer database focused on loyal buyers, territory-based buyers, and strategic prospects in the Children’s and Footwear industries
• Manage incentive budgets for niche industries and track impact
• Develop an understanding of high-impact retail stores and their influence on Market success
• Support new and existing programs that enhance leasing goals and attract new business
• Order and replenish supplies for buyer lounges across campus
• Organize the parking pass program and facilitate mailings
• Create and distribute weekly hotel tracking reports in coordination with Connections Housing
• Reconcile post-market hotel billing with internal records using Excel
• Provide administrative support for Private Buy meetings
• Perform other duties as assigned

• Bachelor’s degree in Marketing or a related field
• 1–3 years of experience in retail, wholesale, sales, or marketing
• Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint, Access)
• Ability to learn and extensively use proprietary systems such as Unity and Passkey

• Ability to sit in an office environment for extended periods
• Occasional walking during market events
• Ability to lift up to 20 lbs

• Be part of something vibrant: Join a dynamic team shaping the future of the lifestyle industries, from fashion and home decor to lighting, gifts and design.
• Work in a fast-paced, high-impact environment: Collaborate with positive, driven leaders at the forefront of the wholesale and retail community.
• Access to exclusive opportunities: Gain exposure to premier industry events, markets, and networking experiences found only at the world's most complete marketplace for lifestyle products.
• Medical, Dental, Vision, and Pet Insurance
• Life and AD&D Insurance at no cost
• 401(k) with company match
• Paid time off and holidays
• Employee discounts at food outlets onsite, including Starbucks
• Wellness offerings such as flu shot clinics and CPR certification
• Free, covered parking with secure card access

Key Responsibilities

• Act as the primary point of escalation for Tier 1 issues; provide Tier 2 support for desktops, laptops, mobile devices, and standard applications.
• Monitor daily ticket queues, ensuring tickets are assigned, tracked, and resolved promptly; prevent issues from falling through the cracks.
• Provide direct coaching, feedback, and hands-on training to Tier 1 staff to improve skills and performance.
• Oversee scheduling, coverage, and on-call rotations to ensure adequate support during business hours and market weekends.
• Support onboarding and offboarding processes including device setup, access provisioning, and documentation.
• Maintain IT asset inventory (PCs, laptops, mobile devices, peripherals) and ensure accurate records.
• Ensure consistent documentation of troubleshooting steps, solutions, and Help Desk processes.
• Collaborate with IT leadership and other IT teams on cross-department projects and escalations.
• Deliver excellent customer service by communicating clearly, following up on open issues, and setting realistic expectations with end users.
• Perform other duties as assigned.

Positions Supervised

• IT Technical Support Analyst I
• IT Technical Support Analyst II

Required Education

• High school diploma or equivalent required.
• Bachelor’s degree in IT, computer science, or related field preferred; or equivalent professional experience.

Required Experience

• 2–4 years of end-user support experience, with at least 1 year at a Tier 2 level.
• Experience supervising, mentoring, or training IT support staff.
• Proficiency with Windows, macOS, iOS, and Android devices.
• Knowledge of Microsoft 365, Active Directory, basic networking (TCP/IP, DNS, DHCP), and endpoint management.
• Familiarity with ticketing systems and asset management tools.
• Strong troubleshooting, communication, and customer service skills.
• Ability to balance multiple priorities in a fast-paced environment.

Physical Requirements

• Ability to sit in an office environment for most of the day.
• Ability to stand/walk for extended periods during market events.
• Ability to lift up to 40 lbs.

• Build, manage, and maintain physical and virtual servers in a VMware environment.
• Design, configure, and administer Microsoft Active Directory, DNS, DHCP, and Windows Server.
• Support and secure Microsoft 365, Exchange Online, and collaboration tools.
• Install, maintain, and troubleshoot network hardware and software including switches, routers, and storage.
• Oversee system security, compliance, upgrades, and patching with minimal downtime.
• Manage websites, domains, and SSL certificates.
• Perform and monitor backups, disaster recovery routines, and system documentation.
• Automate tasks and streamline processes with PowerShell scripting.
• Partner with Help Desk to resolve escalated issues and provide guidance.
• Handle IT projects, user onboarding/offboarding, and other system administration duties as needed.
• Provide occasional after-hours support when required.

• 3–5 years of experience as a Systems Administrator or similar role.
• Strong background in Microsoft Windows Server, Active Directory, and Microsoft 365.
• Experience managing VMware environments.
• Proficiency in networking concepts and troubleshooting.
• Skills in PowerShell and automation.
• Solid understanding of system security best practices.
• Ability to balance multiple priorities and manage projects independently.
• Excellent analytical and problem-solving abilities.
• Ability to diagnose and resolve complex technical problems quickly and efficiently.
• Capacity to stay calm under pressure.
• Strong communication skills for user support and documentation.

• Experience with Cisco Call Manager or other phone systems.
• Familiarity with cloud services and hybrid environments.
• Bachelor’s degree in IT, Computer Science, or related field (or equivalent work experience).

• Medical, Dental, Vision, and Pet Insurance
• Life and AD&D Insurance at no cost
• 401(k) with company match
• Paid time off and holidays
• Employee discounts at food outlets onsite, including Starbucks
• Wellness offerings such as flu shot clinics and CPR certification
• Free, covered parking with secure card access
• Access to private events such as trade shows, sample sales, and seminars

• High School Diploma or equivalent.
• Level 3 HVAC Certification or HVAC License.
• Minimum 5 years of related experience.

• EPA Section 608 Certification for handling refrigerant.

• 1-2 years of customer service, security, or military experience.
• Moderate proficiency with computer programs.
• TX Driver’s license with minimal accidents and/or traffic violations. Required
• Must be licensed or eligible to be licensed as a commissioned security officer in accordance with the Texas DPS Private Security Bureau.