IT Support Specialist I - Hybrid

DriveTime - Tempe, AZ

Full-time - Entry Level

Hybrid - Tempe, AZ

Motor Vehicle and Parts Dealers

About the position

As an IT Support Specialist I, you will be a part of our Enterprise Service Desk providing day-to-day IT technical support to employees across the DriveTime family of companies. You will be the face of IT as the 1st line of support, ensuring end user's technical difficulties are resolved in a timely manner to prevent downtime.

Responsibilities

• Provide remote technical support to end users by troubleshooting, diagnosing and correcting problems with computers, network-related issues, printers, and other peripherals.
• Manage IT service requests and ensure timely resolution while maintaining accurate documentation of issues and solutions.
• Communicate effectively with users and vendors of varying technical expertise to diagnose problems, provide solutions, and clarify technical issues.
• Prioritize and escalate issues as needed to ensure timely resolution and minimal disruption to operations.
• Remotely assist with the setup, installation, and configuration of IT equipment such as computers, printers, and peripherals. Ensure proper functioning and integration with existing systems.
• Triage, evaluate and prioritize support tickets that are assigned to you while ensuring everyone involved is well informed.
• Interact with other IT teams for escalations and problem resolution.
• Monitor end users' issues to protect data integrity and prevent unauthorized access or breaches.
• Provide guidance to end-users on the use of software applications, hardware, and IT best practices.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred; or a combination of equivalent work experience & professional certifications considered.
• Minimum of 2 years of experience in an IT Service Desk or support role, preferably within a financial or automotive vertical.
• Strong knowledge of network management, troubleshooting, and configuration.
• Familiarity with IT infrastructure components, including computer networking principles and device management platforms.
• Proficiency in software troubleshooting and configuration across various platforms.
• Proficiency with Windows, macOS, and Linux operating systems.
• Proficiency in Microsoft Office 365 applications, including Teams, Outlook, Word, and Excel.
• Experience supporting a Citrix environment and Thin Clients.
• Knowledge and experience with Azure Active Directory.

Nice-to-haves

• Certification such as CompTIA A+, Network+, Security+, CCNA/CCDA, or Microsoft Certified Solutions Associate (MCSA) is a plus.
• Duo (any two-factor authentication tool experience)
• Okta (any identity management software)
• Genesys (any phone system support experience)
• Any VPN service experience
• Any Remote access software

Benefits

• Medical, dental, and vision insurance coverage with a sizable amount of premiums covered by the company.
• 401(K) plan and company paid life insurance policy.
• Short and long-term disability coverage.
• Growth opportunities with over 1,000 employees promoted year over year.
• Tuition reimbursement for professional development.
• Wellness program including self-guided coaching and cash incentives.
• Competitive pay across the organization.
• In-house gym facilities for employee use.
• Regular celebrations and team-building activities.
• Smart-casual dress code.
• Paid time off including wellness days, holidays, and vacation time.