Technology Support Specialist II

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Are you ready to make a meaningful impact in a vibrant, compassionate community? Join our vibrant team at our Granite Valley Office in Sun City West, AZ
, as a Technology Support Specialist II.

The Technology Support Specialist II provides advanced technical support and serves as the second-level escalation point for complex issues across Sun Health communities. This role supports the deployment, configuration, and maintenance of computers, peripherals, and networked systems. The specialist ensures reliable performance of corporate technology by managing updates, troubleshooting intermediate-to-advanced issues, and coordinating repairs with vendors or higher-level support. The position also mentors Level I specialists, contributes to documentation and process improvement, and maintains accurate records in the service desk system.

• Great Place to Work:
  Sun Health has been certified as a Great Place to Work in 2021, 2022, 2023.
• National Recognition:
  We secured a top 10 spot on the Fortune Best Workplaces for Aging Services™ list in 2020 and 2021.
• Platinum Award Winner:
  Our dedication to health and safety earned us Platinum awards from the Healthy Arizona Worksites Program in 2019, 2020, 2021.

• Respond to and resolve escalated incidents from Level I and the service desk.
• Perform advanced diagnostics and root cause analysis for hardware and software issues.
• Coordinate and execute system upgrades, migrations, and device imaging projects.
• Provide technical guidance and mentoring to Level I staff.
• Maintain timely and effective communication with users and leadership on major issues.

• Configure, maintain, and troubleshoot desktops, laptops, mobile devices, and associated peripherals.
• Manage device deployments, patch updates, and system performance monitoring.
• Ensure VoIP phone systems and network connectivity are functioning optimally.
• Support access control, group policy configuration, and software versioning.
• Research and recommend hardware and software solutions for procurement.

• Document configuration standards, troubleshooting guides, and recurring issues.
• Contribute to updates of IT policies, procedures, and knowledge base articles.
• Track and analyze support trends to recommend workflow improvements.
• Participate in the development and testing of disaster recovery plans.

• Serve as a resource and mentor for Level I specialists.
• Liaise independently with vendors and service providers for escalated repairs and support.
• Collaborate with cross-functional departments on IT-related projects.
• Model effective time management, communication, and accountability.

• Proficient in troubleshooting and maintaining Windows OS, Microsoft 365, and networked systems.
• Intermediate knowledge of Active Directory, DNS, DHCP, and standard network protocols.
• Ability to perform imaging, patching, and device configuration in enterprise environments.
• Skilled in technical documentation and process standardization.
• Strong analytical, organizational, and customer service skills.
• Ability to mentor others and work independently with minimal supervision.

• Associate or bachelor's degree in information technology or related field preferred.
• 3-5 years of progressive IT support or system administration experience.
• CompTIA A+ or equivalent required.
• Network+ and/or Security+, or equivalent certification preferred.
• Must possess or be able to obtain a Level 1 Fingerprint Clearance Card.
• Valid driver's license and auto insurance required for site travel.

• Occasional travel (up to 25%) as required.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other communications/computer components.
• Occasional inspection of cables and wiring in floors and ceilings.
• Lifting and transporting moderately heavy objects (20-50 pounds), such as PCs, UPS, AV equipment…