DriveTime

IT Support Specialist II

DriveTime

full-time

Posted on:

Origin:  • 🇺🇸 United States • Arizona

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Job Level

Mid-LevelSenior

Tech Stack

AzureCitrixLinuxMacOS

About the role

  • Provide day-to-day remote 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 IT Support Specialist II, be the primary escalation point for the Enterprise Service Desk team
  • Troubleshoot, diagnose, and correct 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
  • 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
  • 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
  • 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

Requirements

  • 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
  • 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