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 #Dice Apply tot his job Apply To this Job