Enterprise Service Desk Specialist II

Role Overview

Drive Time Family of Brands hires an IT Support Specialist II to provide day‑to‑day technical support to employees across its companies. The position is a front‑line role on the Enterprise Service Desk, ensuring timely resolution of user issues and preventing downtime.

• Provide remote technical support and troubleshoot computer, network, printer, and peripheral issues.
• Manage IT service incidents and requests, maintaining accurate documentation.
• Communicate with users and vendors to diagnose problems and deliver solutions.
• Answer inbound service desk calls, document issues, troubleshoot real‑time, and route or escalated requests as needed.
• Prioritize and research issues to ensure timely resolution and minimal operational disruption.
• Assist team members with setup, installation, and configuration of IT equipment, ensuring proper integration.
• Triage, evaluate, and prioritize support tickets, keeping stakeholders informed.
• Collaborate with other IT teams for escalations and problem resolution.
• Monitor user issues to protect data integrity and prevent unauthorized access.
• Identify gaps and vulnerabilities to secure systems and data.
• Maintain and update documentation to support repeatable processes.
• Conduct regular interval software and access audits.
• Provide technical feedback and training recommendations.
• Guide end‑users on software, hardware use, and IT best practices.

• Strong knowledge of network management, troubleshooting, and configuration.
• Experience with IT infrastructure components, including computer networking principles and device management platforms.
• Knowledge of Azure Active Directory.
• Remote resident of the Phoenix, AZ or Dallas, TX metro areas.
• Rotation of one Saturday every month.
• Bachelor’s degree in Information Technology, Computer Science, or related field preferred; equivalent experience and certifications acceptable.
• 3+ years of IT Service Desk experience.
• Proficiency in software troubleshooting across multiple platforms.
• Comfortable with Windows, macOS, and Linux operating systems.
• Proficiency with Microsoft Office and Exchange 365 applications, including Teams, Outlook, Word, and Excel.
• Experience supporting a Citrix environment and Thin Clients.
• Experience troubleshooting Okta.
• Experience troubleshooting Global Protect.

• CompTIA A+, Network+, Security+, CCNA/CCDA, or Microsoft Certified Solutions Associate (MCSA) certifications.
• Experience writing technical documentation.
• Experience with Duo or other two‑factor authentication tools.
• Experience with Genesys phone systems.
• Experience with VPN services or remote access software.

• Team‑based collaboration with on‑site work.
• Medical, dental, and vision coverage with substantial company contribution.
• 401(K), company‑paid life insurance, short‑ and long‑term disability coverage.
• Growth opportunities with promotions and career development.
• Tuition reimbursement for professional development.
• Wellness program with coaching, activities, and financial incentives.
• Competitive pay and green‑granted incentives.
• In‑house gym and fitness facilities.
• Social events and celebrations on holidays and special occasions.
• Smart‑casual dress code.
• Paid time off including wellness days, holidays, and vacation.

Individuals with temporary visas or requiring sponsorship are not eligible for this position. Hiring is contingent upon successful completion of background and drug screening. Drive Time Family of Brands is an Equal Opportunity Employer and a drug‑free, tobacco‑free workplace.