Enterprise Service Desk Specialist II

DriveTime•Tempe, AZ

7d•Hybrid

About The Position

DriveTime Family of Brands is the largest privately owned used car sales finance & servicing company in the nation. Headquartered in Tempe, Arizona and Dallas, Texas, we create opportunities and improve the lives of our customers and our employees by placing a focus on putting the right customer, in the right vehicle, on the right terms and on their path to ownership. The DriveTime Family of Brands spans across DriveTime, Bridgecrest and SilverRock. You can find us at the intersection of technology and innovation as we use our proprietary tools and over two decades of industry knowledge to redefine the process of purchasing, financing, and protecting your vehicle. This is not a position for which sponsorship will be provided. Individuals with temporary visas or who need sponsorship now or in the future are not eligible for hire at this time. In short, 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 will be answering phone calls and working tickets. In long, our IT Support Specialist II's:

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field preferred; or a combination of equivalent work experience & professional certifications
3+ years of IT Service Desk experience
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
Remote from Phoenix, AZ
Early morning shift (5/6 am start)
Rotation of one Saturday every month

Nice To Haves

Certifications such as CompTIA A+, Network+, Security+, CCNA/CCDA, or Microsoft Certified Solutions Associate (MCSA)
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

Responsibilities

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
Answer inbound service desk phone calls, accurately document issues, troubleshooting in real time, and route or escalate requests as needed
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
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

Benefits

We take a hybrid work approach, finding balance between the benefits of in-person and work-from-home environments.
This position has an on-site expectation of a minimum of three days a week.
Medical, dental, and vision
DriveTime Family of Brands covers a sizable amount of insurance premiums to ensure our employees receive top-tier healthcare coverage.
401(K), Company paid life insurance policy, short and long-term disability coverage
Growth Opportunities
Tuition Reimbursement
Wellness Program
Gratitude is Green. We offer competitive pay across the organization
In-House Gym
Give Us a Reason (or not), and We’ll Celebrate.
Smart-Casual Dress.
Paid Time Off