IT Support Specialist II - Remote (AZ)
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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