Support Technician
We are a leading national consumer finance company with a 15-year legacy of stability and success. Following our recent acquisition and the appointment of a new CEO, we are entering a transformative chapter. Pivoting toward a high-growth, tech-forward, and entrepreneurial future.
We are seeking a Support Technician that has a strong knowledge of personal computing, computer hardware and software, and a passion to develop their career with IT.
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Key Responsibilities
- Support the user community daily.
- Support corporate applications; internal local and remote corporate desktops and laptops, remote and traveling users, email, and system access.
- Update tickets in the help desk tracking system.
- Utilize excellent customer service skills and ensure proper recording, documentation, and closure of support tickets, while growing their knowledge of help desk procedures, products, and services.
- Monitor and manage phone calls, ticket queue, voicemail, and other means of support item's entry to the service desk.
- Answer and handle calls in the service desk queue within abandon rate, talk time, speed to answer, and other departmental targets.
- Addresses the more complex tickets that level I & II Team Members cannot resolve.
- Works closely with the Endpoint Engineering team to keep up to date on new software and patches/upgrades.
- Identifies trends in incidents and problems.
- Assists the level I & II Team Members with day-to-day tickets and responsibilities.
- Utilize the ticketing system and project management software to complete tasks and projects.
- Support corporate applications; internal local and remote corporate desktops and laptops, remote and traveling users, email, and system access.
- Research complicated technical problems.
- Work with vendors and third parties to resolve issues.
- Triage incident and problem tickets for support services.
- Keep IT documentation, procedure, and knowledge base information up to date.
- Assist with the inventory management of software licenses, software, hardware, and other IT supplies.
- Assist with facility and IT Infrastructure support items as local Team Member.
- Manages Role Based Access with Active Directory, Entra ID, and user accounts within other applications.
- Set up computers for new users and ensure the delivery of equipment to users in different locations as necessary.
- Brings new ideas and innovation to the team.
- Works independently on complex IT issues.
- Document events including all system changes, user issues, and system errors within IT Ticket System.
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Who You Are
- An individual who displays a helpful attitude toward all other Team Members.
- The ideal candidate demonstrates flexibility in their day-to-day work.
- A Team Member that responds positively to all tasks assigned.
- Detailed and process oriented.
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Qualifications
- Experience:
- 3-5 years in IT Helpdesk/Desktop Support Specialist capacity required.
- Experience with Support Servicing/Ticket Systems
- Industry Context: Knowledge of Windows Platforms (10 and 11), Microsoft Office 365 Suite, SCCM, Active Directory, Entra ID, Azure, InTune, Apple iOS (iPhone and iPad), experience with Support Servicing/Ticket Systems, and computer hardware and configuration setup.
- Education: High school diploma or general education degree (GED) required.
- Certificates and Licenses:
- A+ or similar
- Network+ or similar
- Security+ or similar
- Technical, analytical, and interpersonal skills required.
- The ability to work independently when assigned a task and follow it through to completion.
- Ability to make sound, quick decisions to recover application availability to customers.
- Ability to communicate in an understandable, polite, and friendly manner, both written and verbal.
- Strong organizational skills and the ability to accurately multi-task in a mid-sized enterprise environment.
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Location & Work Schedule
- Location: This role is hybrid at our Tempe, AZ location being on-site at least four days per week with travel required to the other company locations as necessary for facility site visits, site surveys, and moves/adds/changes.
- Schedule:
- Monday-Friday with rotating Saturday shift. On Saturday work week, Wednesday is used as day off for Saturday shift.
- Ability to work overtime/weekends as necessary.
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Why Join Us?
This unique moment to join a company with a solid foundation that is pivotally investing in technology. You will have the opportunity to be a part of the transformation and accelerate your career.