IT Support Specialist

Job Title:

IT Support Specialist

Location :
Scottsdale

Position Type:
Full time

Req

Description:

Din Development Corporation (DDC) is seeking a skilled and customer-focused Information Technology Support Specialist to join the DDC Information Technology team. This position provides front-line technical support for end users across DDC's geographically dispersed offices supporting both remote and in-person technology needs in a professional, timely, and service-oriented manner. This particular position will provide services to Executive leaders out of the Scottsdale, AZ office and will need to provide excellent Customer Service skills/ "White glove service".

The ideal candidate has strong troubleshooting skills, excellent written and verbal communication abilities, and hands-on experience supporting Microsoft Windows workstations, Microsoft 365 applications, endpoint devices, user accounts, remote support tools, ticketing systems, and standard IT service management processes. This role is responsible for resolving common end-user technology issues, documenting support activity, maintaining accurate asset and knowledge records, and escalating complex issues to higher support tiers when appropriate.

This position supports DDC's operational, cybersecurity, and compliance objectives by following approved Information Technology policies, processes, procedures, work instructions, and security requirements.

• Provide professional, courteous, and timely technical support to end users both locally and remotely.
• Diagnose, troubleshoot, and resolve hardware, software, operating system, connectivity, printer, peripheral, and general workstation issues.
• Determine the source and nature of computer malfunctions using approved diagnostic tools, application utilities, system logs, and documented troubleshooting procedures.
• Install, configure, maintain, and troubleshoot Microsoft Windows workstation operating environments and common business applications.
• Support Microsoft 365 applications, including Outlook, Word, Excel, Teams, One Drive, SharePoint, and other approved cloud-based productivity tools.
• Assist users with access, authentication, application functionality, device configuration, and basic network connectivity issues.
• Provide clear technical guidance to non-technical users through phone, remote support tools, teleconference, chat, email, and in-person support channels.
• Validate resolution with the customer and confirm satisfaction before closing support requests.

• Order, receive, image, configure, distribute, install, maintain, and support laptops, desktops, monitors, printers, docking stations, mobile devices, simple network devices, and related peripherals.
• Adjust, repair, replace, or coordinate replacement of malfunctioning equipment in accordance with approved procedures.
• Erase, reimage, reinstall, or reconfigure endpoint operating systems and approved business applications as required.
• Install and maintain approved endpoint software, security tools, remote access tools, and business productivity applications.
• Identify, isolate, and assist with remediation of suspected malware, virus, endpoint security, or unauthorized software issues using approved tools and escalation procedures.
• Maintain endpoint configuration standards in alignment with Information Technology policies, cybersecurity requirements, and operational needs.
• Support endpoint lifecycle activities, including provisioning, refresh, reassignment, return, disposal preparation, and asset record updates.
• Responsible for maintaining, configuring, and troubleshooting conference room VTC hardware and ensuring stable meeting connections.

• Create, modify, disable, or remove user accounts and access in accordance with approved onboarding, transfer, and offboarding procedures.
• Support new hire onboarding activities, including account readiness, endpoint preparation, application access, equipment shipment, and user setup assistance.
• Support employee termination and offboarding activities, including account disablement, data preservation coordination, equipment recovery, and access removal.
• Assist with backup or preservation of corporate user account profiles and user data when required by approved process.
• Follow documented access control procedures and elevate requests that require additional authorization, privileged access, or security review.
• Support basic troubleshooting for identity, password, multi-factor authentication, remote access, and Microsoft 365 access issues.

• Record, update, and maintain accurate Service Request and Incident records in the DDC ticketing system.
• Document troubleshooting steps, customer communications, resolution actions, escalation activity, and follow-up items.
• Provide routine progress updates to customers regarding the status of Service Requests and Incidents.
• Escalate specialized issues to…