Job Description

Job Title: IT Support Specialist - Tier 2

Compensation: Dependent on Experience

Location: North Scottsdale, AZ (Specifically off of Bell Road and the 101)

Schedule: Monday - Friday, 9:00 AM to 5:00 PM, with occasional after hours or weekend support. No work on major holidays

Position Overview:

We are seeking a highly skilled and customer-focused IT Support Specialist - Tier 2 to provide advanced technical support for PC hardware, software, and information systems. In this role, you will assist over 200 employees across multiple locations in Arizona, ensuring smooth day-to-day IT operations while maintaining a strong commitment to customer service.

Key Responsibilities:

• Deliver Tier 1 and Tier 2 desktop support via phone, email, and ticketing system.
• Maintain and follow established IT procedures.
• Track and manage support tickets to ensure timely resolution of technical issues.
• Administer user accounts, permissions, and access control in Windows Active Directory.
• Participate in process improvement initiatives.
• Communicate effectively with staff, management, and IT colleagues.
• Document, log, and escalate technical issues using our ticketing system.
• Prioritize workload and ensure adherence to IT best practices.
• Provide subject matter expertise and analytical support to enhance IT processes.
• Identify, research, and resolve technical issues efficiently.

Required Qualifications:

• Strong ability to follow IT protocols and documentation.
• Excellent teamwork and collaboration skills.
• Previous experience in a helpdesk role with outstanding customer service.
• 3+ years of Microsoft Office 365 administration experience.
• 3+ years of Tier 2 desktop support experience.
• 3+ years of Windows 10/11 troubleshooting expertise.
• 3+ years of experience managing Windows Server Active Directory (password resets, account creation, group policy changes, etc.).
• Experience supporting VOIP phone systems.
• Basic understanding of networking concepts, including TCP/IP, DNS, and DHCP.
• Strong problem-solving skills with the ability to diagnose and resolve technical issues.
• Excellent attention to detail for documenting service tickets.
• Strong organizational and time management skills.
• Exceptional customer service and communication abilities.
• Ability to multitask in a fast-paced environment.
• A team-player mindset, always willing to assist colleagues.
• High standards of moral and ethical conduct.
• Ability to life up to 50 lbs as needed.

Preferred Qualifications:

• Strong documentation skills.
• Experience with automated deployment of Dell laptops/desktops.
• Industry certifications such as A+, Network+, or Security+

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