IT Support Technician II

Universal Technical Institute•Phoenix, AZ

3d•$65,000 - $87,000•Remote

About The Position

The Support Technician II is responsible for customer-centric support of regionally grouped campuses by installing, maintaining, and troubleshooting IT equipment such as workstations, laptops, printers, phones, and basic network/server issues. They serve as the second-level IT support resource and collaborate with cross-functional teams to ensure smooth IT operations. Pay Range: $65,000 - $87,000 What We Offer: Tuition Waiver : Enjoy a tuition waiver after 6 months of employment for you AND your immediate family offered at UTI and Concorde campuses Paid Time Off : Competitive paid time off programs for employees (Vacation, Sick, Flexible) Retirement Matching : 50% match on the first 6% of your contributions after 90 days Paid Parental Leave : 4 weeks of paid leave for both birthing and non-birthing parents to bond with a new baby Competitive Insurance : Health, vision, and dental coverage for you and your dependents Pet Insurance : Competitive coverage for your furry family members through ASPCA Health Plan Enrollment : Eligibility starts first of the month following completing one full month of employment Responsibilities Provide in-person campus support (as needed) Configure and install workstations, laptops, printers, and phones Perform remote and on-site analysis, diagnosis, and resolution of workstation, laptop, peripherals, phone, audio/visual equipment and network issues Respond to incoming calls, emails, and escalations from the IT Service Desk, ensuring accurate ticket documentation and prompt, effective communication with customers Lead and assist with IT projects Maintain campus inventory and documentation Coordinate with vendors and third-party support resources Proactively identify and solve problems Coordinate and execute new hire onboarding processes, focusing on hardware deployment and IT education Proactively share technical knowledge and best practices with team members across the organization Mentor and upskill to team members; demonstrate agility with more complex technical challenges Assists Leadership Team with onboarding of new IT team members Provide after-hours support to promptly address outages, minimize disruption and ensure continuity of business operations Assists Leadership Team with onboarding of new IT team members Provide after-hours support to promptly address outages, minimize disruption and ensure continuity of business operations Other duties as assigned Qualifications Education / Experience High School Diploma or GED (required) Bachelor’s degree in Information Technology, Computer Science, or related field (preferred) Minimum five (5) years of related IT support experience (required) Seven (7) years of second-level support (preferred) Experience conducting IT service management aligned with ITIL practices Experience providing remote support Skills Strong communication, reasoning, and computer skills Active listening, advanced problem-solving, and decision-making Apply knowledge and skills to complete tasks with minimal supervision Identify straightforward problems and recommend potential solutions Communicate clearly and effectively with peers and stakeholders Demonstrate active listening and empathy in interactions Participate in presentations or facilitate small group discussions Manage multiple tasks in a dynamic environment Use productivity software and collaboration tools with confidence Show initiative and accountability for assigned outcomes Perform routine tasks and seek guidance for new situations Make timely decisions that keep the organization moving forward Apply effective and efficient processes with a focus on continuous improvement Build open and comfortable relationships with diverse groups Learn actively from both successes and failures while solving new problems Abilities Able and willing to: Communicate, think, learn, and reason Use computers and computer systems (including hardware and software) to process transactions, store documents, enter data, or perform assigned tasks Safely ambulate and/or maneuver when on-site at Company locations Demonstrate and utilize active listening, inductive reasoning, information ordering and category flexibility Ability to use good judgment, problem-solving and decision-making skills Ability to maintain confidentiality and manage sensitive information with discretion Ability to work in a fast-paced environment where deadlines are essential and multiple projects are worked simultaneously Ability to gain, understand and apply information and data as it relates essential functions of the position Ability to foster long-term relationships with stakeholders Ability to work independently and collaboratively Ability to travel and work after-hours/weekends as needed Ability to influence, lead, develop, upskill, and motivate others Work Environment Work is performed indoors in a climate-controlled environment when on site at assigned company location. Employees must be able to safely ambulate when on company premises. This position is designated as Remote. Employees must meet minimum technical standards for eligibility and participation No travel required

Requirements

High School Diploma or GED (required)
Minimum five (5) years of related IT support experience (required)
Strong communication, reasoning, and computer skills
Active listening, advanced problem-solving, and decision-making
Apply knowledge and skills to complete tasks with minimal supervision
Identify straightforward problems and recommend potential solutions
Communicate clearly and effectively with peers and stakeholders
Demonstrate active listening and empathy in interactions
Participate in presentations or facilitate small group discussions
Manage multiple tasks in a dynamic environment
Use productivity software and collaboration tools with confidence
Show initiative and accountability for assigned outcomes
Perform routine tasks and seek guidance for new situations
Make timely decisions that keep the organization moving forward
Apply effective and efficient processes with a focus on continuous improvement
Build open and comfortable relationships with diverse groups
Learn actively from both successes and failures while solving new problems
Communicate, think, learn, and reason
Use computers and computer systems (including hardware and software) to process transactions, store documents, enter data, or perform assigned tasks
Safely ambulate and/or maneuver when on-site at Company locations
Demonstrate and utilize active listening, inductive reasoning, information ordering and category flexibility
Ability to use good judgment, problem-solving and decision-making skills
Ability to maintain confidentiality and manage sensitive information with discretion
Ability to work in a fast-paced environment where deadlines are essential and multiple projects are worked simultaneously
Ability to gain, understand and apply information and data as it relates essential functions of the position
Ability to foster long-term relationships with stakeholders
Ability to work independently and collaboratively
Ability to travel and work after-hours/weekends as needed
Ability to influence, lead, develop, upskill, and motivate others

Nice To Haves

Bachelor’s degree in Information Technology, Computer Science, or related field (preferred)
Seven (7) years of second-level support (preferred)
Experience conducting IT service management aligned with ITIL practices
Experience providing remote support

Responsibilities

Provide in-person campus support (as needed)
Configure and install workstations, laptops, printers, and phones
Perform remote and on-site analysis, diagnosis, and resolution of workstation, laptop, peripherals, phone, audio/visual equipment and network issues
Respond to incoming calls, emails, and escalations from the IT Service Desk, ensuring accurate ticket documentation and prompt, effective communication with customers
Lead and assist with IT projects
Maintain campus inventory and documentation
Coordinate with vendors and third-party support resources
Proactively identify and solve problems
Coordinate and execute new hire onboarding processes, focusing on hardware deployment and IT education
Proactively share technical knowledge and best practices with team members across the organization
Mentor and upskill to team members; demonstrate agility with more complex technical challenges
Assists Leadership Team with onboarding of new IT team members
Provide after-hours support to promptly address outages, minimize disruption and ensure continuity of business operations
Assists Leadership Team with onboarding of new IT team members
Provide after-hours support to promptly address outages, minimize disruption and ensure continuity of business operations
Other duties as assigned

Benefits

Tuition Waiver : Enjoy a tuition waiver after 6 months of employment for you AND your immediate family offered at UTI and Concorde campuses
Paid Time Off : Competitive paid time off programs for employees (Vacation, Sick, Flexible)
Retirement Matching : 50% match on the first 6% of your contributions after 90 days
Paid Parental Leave : 4 weeks of paid leave for both birthing and non-birthing parents to bond with a new baby
Competitive Insurance : Health, vision, and dental coverage for you and your dependents
Pet Insurance : Competitive coverage for your furry family members through ASPCA
Health Plan Enrollment : Eligibility starts first of the month following completing one full month of employment

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