IT Support Specialist II - Remote; AZ & TX

Drive Time Family of Brands is the largest privately owned used car sales finance & servicing company in the nation. Headquartered in Tempe, Arizona and Dallas, Texas, we create opportunities and improve the lives of our customers and employees by placing a focus on putting the right customer in the right vehicle on the right terms and on their path to ownership.

As an IT Support Specialist II, you will be a key part of our Enterprise Service Desk providing day‑to‑day IT technical support to employees across the Drive Time family of companies. You will be the primary escalation point for the Enterprise Service Desk team.

• Provide remote technical support and assist team members through troubleshooting, diagnosing, and correcting problems with computers, network‑related issues, printers, and other peripherals.
• Manage IT service incidents and requests, ensuring timely resolution and maintaining accurate documentation of issues and solutions.
• Communicate effectively with users and vendors of varying technical expertise to diagnose problems, provide solutions, and clarify technical issues.
• Prioritize and research issues to ensure timely resolution and minimal disruption to operations.
• Assist the team with the setup, installation, and configuration of IT equipment such as computers, printers, and peripherals, ensuring proper functioning and integration with existing systems.
• Triage, evaluate, and prioritize support tickets and keep stakeholders informed.
• Collaborate with other IT teams for escalations and problem resolution.
• Monitor end‑users and team members’ issues from a data security and compliance perspective, preventing unauthorized access or breaches.
• Identify gaps, potential vulnerabilities and recommend security improvements.
• Document training gaps and provide guidance to end‑users on software applications, hardware, and IT best practices.
• Conduct regular software and access audits.
• Provide technical feedback to team members and leadership on risks and concerns.

• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred (or equivalent experience and certifications).
• 3+ years of IT Service Desk experience.
• Strong knowledge of network management, troubleshooting and configuration.
• Familiarity with IT infrastructure components, computer networking principles and device management platforms.
• Proficiency with Windows, macOS and Linux operating systems.
• Proficiency with Microsoft Office 365 (Teams, Outlook, Word, Excel).
• Experience supporting Citrix environments and thin clients.
• Knowledge of Azure Active Directory.

• Certifications such as CompTIA A+, Network+, Security+, CCNA / CCDA, MCSA.
• Experience writing technical documentation.
• Experience with Duo, Okta, Genesys, VPNs and remote‑access software.

• Excellent communicator and collaborator.
• Strong organizational skills and attention to detail.
• Excellent interpersonal skills.
• Resourceful problem solver.
• Ability to work independently and collaboratively in a fast‑paced environment.
• Team player with a can‑do attitude.
• Above‑average multitasking and ability to handle calls and tickets simultaneously.

• Location:
  
  Remote with a minimum of three on‑site days per week.
• Shift: Monday – Friday 3:00 a.m. – 1:00 p.m. Arizona (may vary based on business need) and one Saturday shift every six weeks.

• Medical, dental, and vision coverage.
• 401(k) plan.
• Company‑paid life insurance policy.
• Short‑term and long‑term disability coverage.
• Tuition reimbursement.
• Wellness program with coaching, incentives and discounts.
• In‑house gym.
• Paid time off including wellness days, holidays and paid vacation.
• Competitive pay.

Drive Time Family of Brands is an Equal Opportunity Employer in a drug‑free, tobacco‑free workplace. Hiring is contingent upon background and drug screening.