IT Support Specialist- Tier 2

Envita Medical Centers LLC•Scottsdale, AZ

1d•Onsite

About The Position

This position is responsible for providing excellent customer service, troubleshooting, triaging, and resolution or ensuring accurate escalation of technical issues relating to PC hardware, software, and information systems. You will provide advanced helpdesk computer support to more than 200 employees at multiple locations in Arizona.

Requirements

Experience with installing network cable and patch panels (terminating and testing) Ethernet and fiber.
Proven track record of following established IT protocols and documentation.
Excellent teamwork and collaboration skills are vital to succeed in this position.
Experience working on a helpdesk team and excellent customer service skills.
3+ years of Microsoft Office365 Administration support experience.
3+ years of Tier 2 desktop support-related work experience.
3+ years of experience with troubleshooting Windows 10/11 computers.
3+ years of experience with Windows Server Active Directory, Helpdesk level (PW reset, account creations, group changes, etc.)
Experience with VOIP.
Familiarity with networking concepts (TCP/IP. DNS and DHCP).
Ability to diagnose and resolve advanced computer technical issues.
Detail oriented to keep detailed notes in service tickets.
Good organization and time management skills.
Exceptional customer service and communication skills.
Good analysis and problem resolution skills.
Must be able to multitask.
Always work for the team, no matter how busy your workload gets.
Strong Moral and Ethical Conduct.
Be able to lift 50 lbs.

Nice To Haves

Excellent Documentation skills.
Computer deployment automation for Dell laptop/Desktops.
Certifications: A+, Network+, or Security+

Responsibilities

Provide Tier 1 and Tier 2 level desktop support via phone, email, and ticketing system.
Follow and maintain documented IT procedures.
Tracks issues in our ticketing system to ensure staff needs are addressed and resolved.
Manage user accounts, permissions, and access rights in Windows Active Directory.
Participate in process improvement discussions.
Maintains excellent written and verbal communications with staff, management, and colleagues.
Utilizes our ticketing system to document, log, and escalate tickets and coordinates escalations to appropriate technical personnel for problem resolution.
Prioritizes workloads, coordinates activities, and ensures that activities comply with our best practices.
Develops and provides subject matter expertise and analytical skills to review standard processes and offer improvement recommendations.
Identifies, researches, and resolves technical issues.