As an IT Support Specialist II, you will be a key part of our Enterprise Service Desk providing day-to-day IT technical support to employees across the DriveTime family of companies. The Service Desk is the face of IT, ensuring end users’ technical difficulties are resolved in a timely manner to prevent downtime. As an IT Support Specialist II, you would be the primary escalation point for the Enterprise Service Desk team.
Technical Support
Provide remote technical support and assist team members through troubleshooting, diagnosing, and correcting problems with computers, network-related issues, printers, and other peripherals.
Manage IT service incidents and requests to ensure timely resolution while maintaining accurate documentation of issues and solutions.
Communicate effectively with users and vendors of varying technical expertise to diagnose problems, provide solutions, and clarify technical issues.
Prioritize and research issues as needed to ensure timely resolution and minimal disruption to operations.
Remotely assist the team with the setup, installation, and configuration of IT equipment such as computers, printers, and peripherals. Ensure proper functioning and integration with existing systems.
Triage, evaluate and prioritize support tickets assigned to you while ensuring everyone involved is well informed.
Collaborate with other IT teams for escalations and problem resolution.
Data Security & Compliance
Monitor end users’ and team members’ issues to protect data integrity and prevent unauthorized access or breaches.
Identify gaps and potential vulnerabilities to keep all data and systems secure.
Team Training & Support
Identify documentation gaps or changes that need to be made so that the team has the resources they need to address any of our repeatable processes.
Conduct regular interval software and access audits.
Provide technical feedback to team members and provide leadership with any concerns identified.
Document various data points to identify training gaps.
Provide guidance to end-users on the use of software applications, hardware, and IT best practices.
Qualifications:
Education & Experience:
Bachelor’s degree in Information Technology, Computer Science, or a related field preferred; or a combination of equivalent work experience & professional certifications considered.
3+ years of IT Service Desk experience
Skills:
Strong knowledge of network management, troubleshooting, and configuration.
Familiarity with IT infrastructure components, including computer networking principles and device management platforms
Proficiency in software troubleshooting and configuration across various platforms
Proficiency with Windows, macOS, and Linux operating systems
Proficiency in Microsoft Office 365 applications, including Teams, Outlook, Word, and Excel
Experience supporting a Citrix environment and Thin Clients
Knowledge and experience with Azure Active Directory
Preferred Qualifications
Certification such as CompTIA A+, Network+, Security+, CCNA/CCDA, or Microsoft Certified Solutions Associate (MCSA) is a plus
Experience with writing technical documentation
Duo (any two-factor authentication tool experience)
Okta (any identity management solution)
Genesys (any phone system support experience)
Any VPN service experience
Any Remote access software
Key Competencies
Good communicator and collaborator with the ability to explain technical concepts to non-technical users
Strong organizational skills and attention to detail
Excellent interpersonal skills
Resourceful with a knack for problem-solving
Ability to work independently and collaboratively in a fast-paced environment
Team Player with a can-do attitude
Above average multi-tasking ability to answer calls and work tickets simultaneously
Work Location:
Remote from Phoenix, AZ
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