IT Operations & Support Specialist

Description Moxie Pest Control | Full-Time | Day Shift | In-Person (Priest & Broadway)$24.00-$25.00/hour DOE + Full Benefits + Paid Training

The IT Operations & Support Specialist keeps the Phoenix Contact Center productive, secure, and ready to operate. This role owns the frontline technology experience: resolving employee issues, administering day-to-day access, maintaining reliable workstations and office systems, and creating clear, repeatable processes that reduce preventable support work.

• Support intake and resolution: Manage support requests through the approved ticketing process, Pronto, and IT email. Acknowledge requests promptly, communicate status clearly, document solutions, and elevate risks or unresolved issues early.
• Employee lifecycle and access: Complete technology onboarding, role changes, and offboarding using approved checklists. Provision and remove access accurately across contact-center, productivity, and operational systems; keep access records audit-ready.
• Contact-center and operational systems: Provide first-line administration and support for Talkdesk, Field Routes/Pest Routes, Google Workspace, Pronto, Podium, Power BI displays, and other assigned systems. Maintain user records, basic configurations, and support documentation.
• Hardware, inventory, and endpoint readiness: Maintain an accurate asset inventory; prepare, deploy, recover, and troubleshoot laptops, monitors, headsets, routers, displays, and peripherals. Keep equipment assignments, condition, leases, and release/return forms current.
• Office technology readiness: Ensure workstations, scoreboards, dashboard displays, network equipment, cameras, and access-control technology are operational. Perform daily readiness checks and coordinate timely repair or vendor support when required.
• Documentation and continuous improvement: Maintain current SOPs, knowledge articles, checklists, and asset records. Identify and deliver practical improvements such as automations, standardized workstation setups, clearer intake processes, or security controls.

• First response within 10 minutes during business hours for normal requests; priority-based resolution and proactive status updates.
• Reliable ticket data, clear communication, minimal avoidable escalations.

• Inventory and user records are accurate assignment and access changes completed within 24 hours when information is complete.
• Successful spot checks; timely onboarding/off boarding; no unmanaged access.

• Critical office systems and dashboards ready by start of day on at least 95% of business days.
• Documented checks, quick recovery, and issues tracked to root cause.

• At least one measurable process, documentation, or automation improvement each month.
• Updated SOPs, reduced recurring issues, or documented time/risk savings.

• Support Operations: Use and improve the IT ticketing workflow; triage incidents by business impact; maintain service updates; build a searchable knowledge base; and coordinate escalations with internal owners or vendors.
• System Administration: Administer assigned user accounts, groups, permissions, licenses, and basic configurations. Follow least-privilege access practices, approved change procedures, and documentation standards.
• Device & Workspace Management: Maintain device lifecycle records from procurement through return; keep standard workstation configurations; support remote and in-office users; and ensure available seats are equipped for new hires.
• Security & Compliance Support: Apply required security controls, participate in access reviews, support cybersecurity awareness activities, promptly report suspected security incidents, and protect employee/customer information.
• Vendor & Facility Coordination: Coordinate with approved vendors for internet, AV/display, phones, cameras, access control, repairs, and office projects. Track requests, scope, and completion; do not authorize unapproved spend.
• Projects & Events: Support approved technology rollouts, office moves, quarterly events, and operational projects. Plan equipment needs, prepare checklists, and leave each project documented and supportable.

• 1+ year of hands-on IT support, operations support, contact-center support, or a comparable customer-facing technical role.
• Comfort troubleshooting Windows/macOS workstations, peripherals, browsers,…