IT Support Specialist (End-User & Onboarding Support)

Independence Home Loans, LLC.•Scottsdale, AZ

14d•$60,000 - $75,000

About The Position

The IT Support Specialist is responsible for providing first-level technical support to employees, with a strong focus on new hire onboarding, device provisioning, and access management. This role serves as the primary point of contact for day-to-day IT issues, resolving common problems and triaging more complex incidents to our third-party IT vendor when necessary. The ideal candidate is customer-focused, well-organized, and comfortable supporting a modern workplace technology environment.

Requirements

1â3 years of experience in IT support, help desk, or desktop support role
Hands-on experience supporting Windows and/or macOS laptops
Familiarity with user account provisioning, access management, and common SaaS tools
Basic understanding of networking, hardware, and troubleshooting best practices
Strong customer service skills and ability to communicate technical concepts clearly to non-technical users
Experience working with ticketing systems and documentation tools

Nice To Haves

Experience supporting new hire onboarding in a corporate environment
Familiarity with identity and access management tools (e.g., Azure AD, Active Directory, Okta, Google Workspace)
Prior experience coordinating with third-party IT or managed service providers
IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus

Responsibilities

Prepare and configure new laptops and peripherals for new hires (imaging, setup, asset tagging)
Provision and deprovision user accounts, system access, and software licenses in accordance with company policies
Coordinate onboarding timelines with HR, managers, and new employees to ensure a smooth first-day experience
Collect, reset, and inventory equipment during employee offboarding
Serve as the first point of contact for IT-related issues via ticketing system, email, chat, or walk-up support
Troubleshoot and resolve common hardware, software, and access issues (e.g., login problems, application errors, device connectivity)
Provide clear, timely communication and follow-up with users throughout the support process
Escalate unresolved or complex issues to the third-party IT vendor with proper documentation and context
Maintain accurate inventory of laptops, accessories, and other IT assets
Track device assignments, replacements, and lifecycle status
Coordinate repairs, replacements, and warranty requests as needed
Act as an internal liaison with the third-party IT vendor for escalated incidents, requests, and maintenance activities
Ensure issues are properly categorized, documented, and prioritized before escalation
Monitor vendor response and resolution to meet internal service expectations
Create and maintain internal IT documentation, onboarding checklists, and knowledge base articles
Identify recurring issues and suggest process improvements to enhance efficiency and user experience
Follow IT security policies and escalate potential security concerns appropriately