IT Support Specialist

Position Overview

The IT Support Technician provides comprehensive technical support across all offices while identifying opportunities to improve support processes through AI tools. This role maintains day-to-day IT operations while developing innovative solutions for common support scenarios. Reports to the IT Manager. This is an in-office position located in Scottsdale, AZ.

Key Responsibilities

• Troubleshoot hardware and software issues, escalating complex problems when necessary
• Execute IT onboarding and offboarding procedures, ensuring proper system access management
• Set up, provision, and track equipment for new and existing technologies
• Create and maintain clear documentation for support processes and IT implementations
• Evaluate and establish support metrics and optimize processes for maximum efficiency
• Serve as a technical resource for AI tool implementation within the IT department
• Manage user accounts across multiple platforms including Google Cloud Identity
• Administer ticketing and workflow systems for IT support operations
• Support CRM (Salesforce) and communication platforms
• Maintain endpoint management solutions and cloud productivity suites

Qualifications

• Strong technical troubleshooting abilities with hardware and software systems
• Experience with IT support processes and ticketing systems
• Excellent documentation and communication skills
• Self-motivated with ability to manage priorities independently
• Customer service orientation with professional demeanor

Preferred Experience

• 2+ years in IT support or related technical role
• Google Workspace administration experience preferred
• Salesforce experience preferred
• Familiarity and passion for automation tools and AI implementation
• Basic scripting or programming knowledge preferred (Python, JavaScript, etc.)
• IT certifications or equivalent experience (A+, Network+, etc.)

Performance Expectations

• Respond to support issues within established SLAs and resolve within 24 hours
• Implement process improvements that measurably reduce support workload
• Participate in weekly IT team meetings and regular 1-on-1s with IT Manager
• Maintain comprehensive documentation of support processes
• Track and report on solution effectiveness and time savings

Compensation

$28.85-$31.25/hour

Benefits Eligibility

Benefits begin the 1st of the month after 60 days of employment. Company-Paid Benefits: Basic Life Insurance and Long-Term Disability. Optional Benefits: Various medical, dental, vision, and disability insurance options through Anthem BCBS, as well as Short-Term Disability, Critical Illness, Accident Insurance, Flexible/Dependent Care Spending, Health Savings Accounts, and Pet Insurance. 401K: Available after 6 months of employment with a company match and vesting schedule. Paid Time Off (PTO): Varies for Non-Managers and Managers, along with paid sick time, bereavement leave, and paid company holidays. Floating Holidays: We offer two additional floating Holidays

Additional Position Details

• Work Location: In Office
• Standard Operating Hours: 8:30-5:00pm PST
• Employment Type: Full Time, Non-Exempt
• Important Requirement: Information Security & IRS Compliance

Additional Information

To ensure we remain in compliance, we have implemented a mandatory security verification process that must be completed on your first day.