Information Technology Support Technician

JCO has an immediate need for an IT Support Technician in Tempe, AZ. This is a long-term Hybrid position (3 days onsite in Tempe - Tuesday, Wednesday, Thursday).

This position is contract-to-hire at the 6 - 12 month mark.

NO C2C OR VENDOR PARTNERSHIPS OF ANY KIND, W2 Included

JCO is looking for a Technical Support Specialist to join our Technical Support Center (TSC). Technical Support Specialists are the first point of contact for customers seeking assistance with technology, hardware, & application issues & requests. The position reports to the IT Manager of the TSC team.

• Be present & visible in the TSC & available to customers requiring technical assistance.
• Respond to questions from customers through phone calls, chat, email, & esupport cases.
• Document call details & complete service request creation in the call tracking system.
• Ensure proper call categorization & routing, following escalation procedures as needed.
• Troubleshoot issues, working from existing knowledge database, & performing additional research as required.
• Ensure symptoms of problems & resolution steps are documented in knowledge articles.
• Communicate new knowledge articles, SOPs, & procedures to teammates & other stakeholders.
• Learn the fundamental operation of applications & hardware commonly used at Pulte.
• Enforce information security & computer systems policies.
• Provide end-user training on such topics as system logins, printing, & MS Office applications.
• Interface with other IT teams on project assignments & problem escalation.
• Develop technical documentation for training, best practices, software usage, & hardware utilization.
• Perform user administration tasks (e.g., Active Directory, Exchange, Office 365, in-house apps).
• Participate in software distribution & ongoing upgrade initiatives.
• Participate in internal team projects & deliver within committed time frames.
• Support those operating both in-office & remotely from home & other environments not on the corporate network.

• Friendly, outgoing & helpful attitude with great interpersonal skills & the ability to work well with others.
• Ability to provide technical support over the phone, exhibit a professional demeanor & demonstrate excellent customer service skills.
• Experience detecting, troubleshooting, & providing solutions to low-to-moderately complex problems.
• Ability to handle constantly changing support volume: self-paced project work during lower call volume periods & multitask effectively during busy times.
• Proven ability to work effectively without direct supervision.
• Ability to acquire knowledge of TSC-supported software through research of dispatched cases & self-study.
• Willingness to be flexible with assigned work schedule including weekends, early, & closing shifts.
• Exceptional verbal & written communication skills.
• Ability to thrive & effectively cooperate with teammates in a primarily remote environment using collaboration & productivity tools such as MS Teams.

• Experience equivalent to an associate degree in computer information systems.
• Basic working knowledge of current Windows OS & MS Office applications.
• Basic troubleshooting abilities with client workstations.
• Familiarity with smartphone & tablet support is preferred.
• Apple/Mac familiarity is highly desirable.
• Corporate-level help desk & call tracking software exposure is strongly preferred.