It Support Specialist

Job Title:

IT Support Specialist

The IT Support Specialist provides friendly, high‑quality technical support to internal users and local site teams, ensuring timely resolution of service desk tickets and reliable operation of workstations, software, and security systems. This role combines hands‑on hardware and software support, strong customer service, and detailed documentation to deliver consistent, efficient IT services in a fast‑paced, AI‑forward environment.

• Monitor the Service Desk queue and prioritize tasks to ensure timely resolution and closure of support tickets.
• Serve as the first point of contact for users, providing friendly, helpful, and professional customer service.
• Communicate clearly and effectively with end users, demonstrating strong interpersonal, written, and verbal communication skills.
• Research and identify solutions to resolve outstanding technical issues.
• Set up workstations with computers and necessary peripheral devices such as monitors, mice, phones, and other equipment.
• Install, configure, and update software using the Software Center or designated software catalog to ensure compliance with organizational specifications.
• Provide guidance and technical assistance to end users on operating new software and computer equipment, both on‑site and remotely.
• Handle technical issues escalated from IT Technicians and further escalate issues as needed when appropriate.
• Diagnose and resolve complex hardware and software problems in a timely and efficient manner.
• Perform regular system maintenance, in coordination with Infrastructure Services, including updates, patches, and security enhancements.
• Conduct network virus scanning as directed to support security and compliance efforts.
• Create and maintain thorough written documentation of incident troubleshooting steps, identified solutions, processes, and changes.
• Work closely with other IT teams to ensure seamless operations and consistent service delivery.
• Train new employees on corporate computer systems, procedures, standards, and methods.
• Travel routinely to local sites to provide on‑site support and ensure consistent IT service across locations.

• Minimum of 2 years of experience as an IT Support Specialist; 3–5 years of experience is ideal.
• Associate’s or Bachelor’s degree in Information Technology or a related field.
• Minimum of 2 years of experience with Microsoft Office applications.
• Minimum of 2 years of experience with service desk ticketing systems.
• Minimum of 2 years of experience with security systems and hardware troubleshooting.
• Proven ability to deliver strong customer service and confidently interact in front of clients.
• Demonstrated ability to research and resolve technical issues independently.
• Strong written and verbal communication skills in a professional environment.
• Ability to diagnose and resolve complex hardware and software problems.
• Ability to install, configure, and update software using centralized tools such as a Software Center or software catalog.
• Ability to train new users on systems, procedures, and standards.
• Capability to work effectively as the primary IT contact at a local site while collaborating with remote IT teams.

• Experience in managed services, IT service providers, corporate IT, or call center environments.
• Experience working with service desk support and troubleshooting in a high‑volume ticket environment.
• Familiarity with data entry and accurate record‑keeping in IT systems.
• Experience with security practices such as virus scanning and applying security patches.
• Comfort working within AI‑enabled workflows and tools to enhance productivity and problem solving.
• Strong organizational skills and the ability to prioritize multiple tasks in a fast‑paced setting.

This is a full‑time, on‑site role based in an office in Scottsdale, Arizona, working Monday through Friday from 8:00 a.m. to 5:00 p.m. The IT Support Specialist serves as the sole IT professional in the Phoenix area while reporting to a manager located in Hillsboro, collaborating regularly with remote IT teams. The role involves routine travel to local worksites,…