Technical Support Specialist (Advanced / L2)

Diversified Services Network, Inc.•Tucson, AZ

5d•Onsite

About The Position

Diversified Services Network, Inc. (DSN) is seeking a full-time Technical Support Specialist (Advanced / L2) to join our team in Tucson, AZ! We offer full benefits, PTO, 401k, and more! If you're looking to grow your technical career within an extremely reputable, stable Fortune 500 company - let's talk! This resource will provide advanced technical support for enterprise mining systems, serving as a dedicated DSS resource responsible for rapid triage and resolution of complex issues. This role offers hands-on experience with internal platforms while playing a critical part in maintaining system reliability through weekend coverage and high-impact troubleshooting.

Requirements

Associate’s in technology or equivalent AND 5+ years technical experience with troubleshooting and root cause analysis
Strong understanding of network protocols, configurations, and troubleshooting techniques.
Proficiency in managing Windows environments including user accounts, permissions, and system updates.
Ability to quickly identify, diagnose, and resolve technical issues across hardware and software platforms.
Advanced troubleshooting and root cause analysis capabilities to resolve complex technical problems and prevent recurrence.
Log crawling and ability comb though large datasets.
A fundamental understanding of SQL
A basic understanding of scripting or programing with the ability to identify and follow syntax.
Excellent customer service orientation, with a focus on clear communication, empathy, and responsiveness to user needs.
Ability to work collaboratively in a team environment and maintain professionalism under pressure.
Strong organizational and time management skills to handle multiple tasks effectively.

Responsibilities

Serve as a dedicated DSS resource, handling incoming cases with urgency and precision
Provide consistent, responsive support for DSS-related issues, including coverage during non-standard hours
Deliver weekend hotline support (Wednesday–Sunday, 7:00 AM – 3:30 PM) to maintain uninterrupted service operations
Perform DSS-related tasks including password resets, ECM allocations, and blackbox conversions
Ensure timely triage and resolution of technical issues through strong case management practices
Proactively manage and prioritize tickets to reduce backlog and improve response times
Leverage strong knowledge of DSS systems to drive efficient and accurate issue resolution
Contribute to overall help desk efficiency, reliability, and continuity of service