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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