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+ Powered by JazzHR