Enterprise Service Desk Specialist II

DriveTime•Tempe, AZ

2d•Onsite

About The Position

The Enterprise Service Desk Specialist II is a key part of the 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. This role involves answering phone calls and working tickets to provide remote technical support, troubleshoot, diagnose, and correct problems with computers, network-related issues, printers, and other peripherals. The specialist will manage IT service incidents and requests, maintain accurate documentation, and communicate effectively with users and vendors. They will also be responsible for the setup, installation, and configuration of IT equipment, triaging and prioritizing support tickets, collaborating with other IT teams, monitoring end-user issues, identifying security vulnerabilities, conducting audits, and providing technical feedback and guidance.

Requirements

Strong knowledge of network management, troubleshooting, and configuration.
Familiarity with IT infrastructure components, including computer networking principles and device management platforms.
Knowledge and experience with Azure Active Directory.
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.
Proficiency in software troubleshooting and configuration across various platforms.
Proficiency with Windows, macOS, and Linux operating systems.
Proficiency in Microsoft Office and Exchange 365 applications, including Teams, Outlook, Word, and Excel.
Experience supporting a Citrix environment and Thin Clients.
Experience troubleshooting Okta.
Experience troubleshooting GlobalProtect.

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).
Genesys (any phone system support experience).
Any VPN service experience.
Any Remote access software experience.

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, troubleshoot 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.