The IT Support Specialist Tier II provides advanced service desk support in a high-volume IT environment, serving as a dependable resource for troubleshooting, communication, and issue resolution. This is an onsite position that requires the ability to work independently, assess and prioritize technical issues, document clear and accurate details in the ITSM system, and communicate effectively with customers, team members, and escalation partners. The position supports day-to-day service desk operations, assigned projects, procurement-related activities, technology deployments, participation in an on-call rotation, and the timely escalation of complex issues to ensure efficient support across the organization.
Job Responsibilities:
- Provide Tier I and Tier II technical support for hardware, software, connectivity, access, and general technology issues.
- Work independently to assess, prioritize, troubleshoot, and resolve assigned incidents and service requests in a timely manner.
- Communicate clearly and professionally with customers, team members, leadership, vendors, and other support partners throughout the lifecycle of an issue.
- Meet established service-level targets for response, resolution, customer communication, documentation quality, and ticket ownership.
- Monitor assigned work queues, provide timely status updates, and ensure incidents and requests are properly resolved or escalated.
- Document troubleshooting steps, customer updates, escalation details, and resolution notes accurately in the ITSM system.
- Identify and escalate complex, urgent, or unresolved issues with the appropriate details to support efficient next-level resolution.
- Support IT projects, technology deployments, procurement activities, and other service desk initiatives as assigned.
- Participate in an on-call rotation to support after-hours incidents, escalations, and business-critical needs.
- Maintain productive working relationships with internal departments, business lines, vendors, and other IT teams.
- Contribute to team effectiveness by sharing knowledge, assisting peers, and helping maintain clear support documentation.
- Adhere to department policies, procedures, and service standards while performing other duties as assigned.
- Install, configure, deploy, recover, and maintain end-user technology while ensuring asset records, inventory details, and assigned equipment are accurately documented throughout the equipment lifecycle.
- Perform other duties as assigned.
Job Qualifications:
- Strong Time management and Prioritization skills
- Ability to meet deadlines
- Demonstrate ability to handle multiple and at times competing priorities in a fast-paced environment
- Ability to work independently and within a team environment, specifically to problem-solve issues as they arise
- Strong communication and interpersonal skills
- Capability to productively support Brooks IT staff
- Excellent verbal and written communication skills
Education, experience, training, etc.
- A+ or Network + Certification
- Advanced knowledge of Windows environment
- High level of proficiency with office technologies and computer application including MS office products and the internet
- Health Care experience preferred
- ServiceNow experience preferred
Onsite Location: 18500 64th Street, Phoenix, AZ