IT Support Specialist II

We're excited to provide the best education in the best environment to our students!

AMS Impact GroupIT Support Technician II

Reports To:

IT Manager

Location:

Tempe, Arizona – Hybrid Employment Classification:
Full-Time Compensation: $55,000–$59,000 annually

Position SummaryAMS Impact Group (AIG) supports the Academies of Math and Science (AMS), a growing network of high-performing K–8 public charter schools committed to providing rigorous, STEM-focused education to students in historically underserved communities.

AIG is seeking an experienced Tier 2 IT Support Technician to provide advanced technical support to AIG employees, AMS campus staff, and the broader network. This position serves as a primary escalation resource for Tier 1 IT technicians, resolving complex technical incidents that require deeper troubleshooting expertise and independent problem-solving.

The Tier 2 IT Support Technician will troubleshoot hardware, software, identity, endpoint, and network issues; support systems and infrastructure projects; and help maintain reliable, secure technology services. This role also provides technical guidance to Tier 1 technicians, improves troubleshooting practices, and supports consistent IT service delivery across AIG and AMS locations.

The ideal candidate combines strong technical expertise with excellent customer service, sound judgment, thorough documentation, and the ability to manage competing priorities in a fast-paced, multi-site environment.

Key Responsibilities Tier 2 Technical Support & Escalation Serve as a primary escalation resource for Tier 1 IT technicians, resolving complex incidents and service requests.

Provide direct technical support to AIG employees, AMS campus staff, school leaders, and authorized users.

Troubleshoot issues involving Windows, ChromeOS, iOS, Android, classroom technology, printers, phones, audiovisual equipment, user accounts, and access permissions.

Investigate operating systems, application, hardware, authentication, configuration, and network connectivity issues to identify root causes and implement lasting solutions.

Use remote support tools and on-site diagnostic methods to resolve incidents and validate service restoration.

Manage assigned tickets through resolution, including prioritization, status updates, documentation, and escalation when vendor or higher-level engineering support is required.

Provide Tier 1 technicians with troubleshooting guidance, diagnostic strategies, and resolution support.

Identify recurring incidents and recommend solutions to reduce repeat issues and improve service quality.

Systems, Identity & Network Support Support Microsoft 365 and Google Workspace services, including account access, multifactor authentication, licensing, groups, shared resources, and common client issues within approved administrative permissions.

Troubleshoot TCP/IP, DNS, DHCP, Wi-Fi, switching, VLANs, printing, and basic email-delivery issues.

Collect logs and diagnostic evidence to investigate complex issues and support escalations.

Assist with endpoint configuration, patching, software deployment, device imaging, security tooling, and device lifecycle management.

Support campus technology systems and integrations while following change-control, security, and data-protection requirements.

Follow approved access controls and security practices to help maintain reliable technology environments.

IT Support & Network Operations Provide technical support for AIG corporate and administrative technology needs, in addition to AMS campus users and systems.

Maintain technology readiness for staff onboarding, classroom instruction, assessments, campus events, and technology deployments.

Install, configure, replace, and validate computers, mobile devices,…