IT Support Specialist II

AMS Schools•Tempe, AZ

1d•Hybrid

About The Position

AMS Impact Group (AIG) supports the Academies of Math and Science, a network of K–8 public charter schools focused on rigorous, STEM-focused education in historically underserved communities. AIG is seeking an experienced Tier 2 IT support professional to provide advanced technical support to AIG employees, AMS campus staff, school leaders, and other authorized users. The role is a primary escalation resource for Tier 1 technicians, handling complex incidents that require in-depth troubleshooting and independent problem-solving. The position supports hardware, software, identity, endpoint, and network services; helps maintain reliable and secure technology; and contributes to systems, infrastructure, and campus technology projects. It also provides technical guidance to Tier 1 technicians, improves troubleshooting practices, and helps deliver consistent IT service across multiple locations. The role is based in Tempe, Arizona, and follows a hybrid schedule of three office days and two remote days, coordinated with IT leadership. Local travel between AIG and AMS locations may be required. On-site work outside the regular schedule and occasional extended hours may be needed for critical incidents, projects, infrastructure changes, or campus openings.

Requirements

At least 2 years of progressively responsible IT support, help desk, desktop support, or field support experience.
Demonstrated experience resolving escalated hardware, software, identity, access, printing, and network-connectivity issues.
Hands-on experience supporting Windows and ChromeOS, with working knowledge of iOS and Android.
Working knowledge of Microsoft 365 and Google Workspace administration and end-user support.
Practical understanding of TCP/IP, DNS, DHCP, Wi-Fi, switching, VLANs, and common troubleshooting tools.
Experience using an IT service management or ticketing platform and maintaining complete ticket documentation.
Ability to provide technical guidance to Tier 1 technicians and collaborate on complex incidents.
Ability to work independently, manage competing priorities, and support multiple departments and locations.
Ability to travel locally between AMS and AIG locations when required.
Ability to perform physical activities associated with deploying, installing, and moving standard IT equipment.
Strong troubleshooting, root-cause analysis, and technical problem-solving skills.
Ability to investigate complex incidents using diagnostic tools, logs, and structured testing.
Understanding of endpoint support, identity and access troubleshooting, productivity platforms, and network issues.
Ability to determine when to resolve an issue independently and when to escalate.
Strong communication and customer-service skills, including explaining technical issues to non-technical users.
Ability to guide Tier 1 technicians and share technical knowledge effectively.
Strong organization, prioritization, accountability, and follow-through.
Commitment to confidentiality, information security, and approved IT procedures.
Ability to collaborate effectively in a hybrid work environment.

Nice To Haves

Experience supporting technology in a K–12 school, charter network, or multi-site organization.
Experience supporting corporate or central-office IT functions.
Experience with endpoint management, software deployment, device imaging, asset management, and security platforms.
Experience supporting printers, audiovisual systems, VoIP phones, classroom displays, and testing environments.
Industry certification such as CompTIA A+, CompTIA Network+, Microsoft 365 Certified: Endpoint Administrator Associate, Google IT Support Professional Certificate, or equivalent.
Experience developing knowledge-based articles, standard operating procedures, or technical documentation.
Experience mentoring Tier 1 technicians or providing technical escalation support.
Familiarity with IT service management, incident prioritization, root-cause analysis, and continuous improvement.

Responsibilities

Serve as a primary escalation resource for Tier 1 IT technicians and resolve complex incidents and service requests.
Provide direct technical support to AIG employees, AMS campus staff, school leaders, and authorized users.
Troubleshoot Windows, ChromeOS, iOS, Android, classroom technology, printers, phones, audiovisual equipment, accounts, access permissions, operating systems, applications, hardware, authentication, configurations, and network connectivity.
Use remote support tools and on-site diagnostic methods to resolve incidents and validate service restoration.
Manage assigned tickets through resolution, including prioritization, status updates, documentation, and escalation when needed.
Provide Tier 1 technicians with troubleshooting guidance, diagnostic strategies, and resolution support.
Identify recurring incidents and recommend solutions to reduce repeat issues and improve service quality.
Support Microsoft 365 and Google Workspace services, including account access, multifactor authentication, licensing, groups, shared resources, and common client issues within approved permissions.
Troubleshoot TCP/IP, DNS, DHCP, Wi-Fi, switching, VLANs, printing, and basic email-delivery issues.
Collect logs and diagnostic evidence for complex investigations and escalations.
Assist with endpoint configuration, patching, software deployment, device imaging, security tooling, and device lifecycle management.
Support campus technology systems and integrations while following change-control, security, data-protection, and access-control requirements.
Provide technical support for AIG corporate and administrative technology as well as AMS campus users and systems.
Maintain technology readiness for onboarding, classroom instruction, assessments, campus events, and technology deployments.
Install, configure, replace, and validate computers, mobile devices, projectors, displays, phones, printers, and related peripherals.
Maintain accurate inventory, asset assignments, warranties, loaner equipment, spare stock, and disposal records.
Coordinate with AIG departments, campus leadership, teachers, vendors, and central IT resources to minimize downtime.
Support technology deployments, device refreshes, network upgrades, security initiatives, and campus openings; provide support across multiple locations as organizational needs require.
Guide Tier 1 staff in troubleshooting, root-cause identification, escalation decisions, and knowledge sharing without formal supervisory responsibility.
Support ticket handoffs and knowledge transfer, and collaborate with IT leadership to identify training needs and improve service delivery.
Create and maintain knowledge-base articles, troubleshooting guides, diagrams, configuration records, and resolution notes.
Document investigations, root causes, corrective actions, and repeatable solutions; recommend process, configuration, training, and equipment improvements.
Follow established IT procedures, security standards, and change-management practices, participate in technology projects, and perform other IT-related duties as assigned.