IT Support Technician

Dbm Global - Phoenix, AZ

Full-time

Phoenix, AZ

Wholesale Trade Agents and Brokers

About the position

As the IT Support Technician at DBMG, you will be responsible for addressing business end-user needs through our internal ticketing system at our Phoenix, AZ office, which operates on a hybrid schedule. This role requires a self-motivated, process-driven, and customer service-focused individual who can work independently. The company offers competitive pay, comprehensive health insurance, and a commitment to professional development, making it an ideal opportunity for those looking for a long-term career move.

Responsibilities

• Device imaging, configuration, and setup for new hires across North America.
• Maintain and update Asset Management systems for end-user devices.
• Utilize existing knowledge and service strategy to mitigate software, hardware, and networking issues.
• Troubleshoot and resolve all IT issues via phone, web, and in-person channels while meeting set SLAs.
• Manage the Service Desk knowledge base.
• Create, update, and improve support procedures.
• Maintain accounts, software, and hardware compliance to meet IT security standards.
• Support ongoing yearly hardware refresh projects, IT asset tracking, maintenance, and scheduling.
• Execute business support standards, processes, and procedures for incident management.
• Work closely with the Service Desk Manager to recommend and implement process improvements.
• Proactively learn and train other staff members on new product and service technologies.
• Engage with remote team members for support when needed.
• Possess a working knowledge of the ITIL framework.

Requirements

• 13 years of experience in IT computer support.
• High School Diploma or equivalent.
• A degree in Information Technology or related IT continued education credentials are highly desirable, but not required.
• A+ certification is preferred.

Nice-to-haves

• Experience with MS Office 365 Suite, Active Directory, O365 Admin, Azure, ServiceNow, TeamViewer, Citrix, Intune, Sophos, and CAD applications.

Benefits

• Health insurance