Information Technology Support Specialist

About the role

The Delta Dental of Arizona, the state's #1 dental and vision insurance company, seeks a driven IT Support Specialist to provide reliable, human-centered technical support.

Responsibilities

• Provide in-person and remote technical support via email, Microsoft Teams, and ticketing systems
• Set up, configure, and troubleshoot end-user devices (Windows, macOS, iPads, iPhones)
• Resolve hardware, software, connectivity, and application issues
• Act as the on-site IT point of contact for network connectivity, AV systems, and equipment testing
• Support O365 applications such as Outlook, Microsoft Teams, and Microsoft Office desktop applications
• Manage IT inventory and equipment lifecycle tasks
• Create desktop standard images and keep up to date with latest applications and patches
• Partner with our shared services vendor who manages and supports Salesforce, Claims, Core Administrative Systems, Portals for issues related to access, account setup, etc
• Identify opportunities to improve processes, tools, and the overall employee experience
• Participate in project-based initiatives to enhance IT systems
• Train and support employees on new applications, hardware, and IT best practices
• Perform Directory account management: password resets, account creation and modification, security group assignments
• Document all incidents, resolutions, and workarounds in the ticketing system with accurate detail
• Create and maintain knowledge base articles and standard operating procedures for recurring issues
• Support employee onboarding and offboarding IT tasks: workstation setup, account provisioning, access deprovisioning, and equipment recovery
• Maintain ticket queues and meet defined response and resolution time targets
• Perform basic network troubleshooting: Wi-Fi, LAN connectivity, DNS, DHCP, and printer connectivity
• Other duties as assigned

Requirements

• Minimum 2 years of Technical Support experience troubleshooting Windows systems, Active Directory, and MacOS
• Critical thinking and proactive problem-solving to handle multiple issues of varying complexities and priorities at once. Time management and excellent computer skills are a must
• Customer-centric mindset with a bias to action through a calculated remediation steps and excellent communications
• Experience supporting remote users and VPN connectivity
• A human-centric approach to your work. You want to be a resource for employees, to help answer questions they have while in the office
• Familiarity with AV systems and conference room technology
• Exceptional verbal and written communication skills with an emphasis on being clear, concise, and friendly
• You have a history of expanding your knowledge via technical training (self-taught and/or formal) and certification
• Experience using IT ticketing systems
• Ability to explain technical concepts to non-technical users in a clear, patient manner

Qualifications

• Associate degree in Information Technology, or equivalent work experience

Skills

• Technical Support
• IT Ticketing Systems
• Remote Support
• Network Troubleshooting
• Customer Service
• Technical Documentation
• Training and Onboarding

Benefits

Competitive compensation and comprehensive benefits including medical, dental, vision, 401(k), student loan assistance, six weeks of paid parental leave, volunteer PTO, and a culture that embraces collaboration, service, integrity, and inclusion.

Pay

This is an in-office role with a starting pay range of $42,300 - $58,000, depending on factors such as years of experience.

Schedule

In-office role.