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Enterprise Service Desk Specialist II

DriveTime Sales and Finance Company, LLC Dallas, TX

Dallas, TX

Today

Full time Active Directory Desktop Support End User Support

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Job Description

DriveTime Sales and Finance Company, LLC is hiring a remote Enterprise Service Desk Specialist II (Dallas, TX hybrid) to deliver day-to-day IT support for end users across the DriveTime family of companies.

Responsibilities

Provide remote technical support by troubleshooting, diagnosing, and resolving issues with computers, network connectivity, printers, and other peripherals
Handle IT incidents and requests with timely resolution while maintaining accurate documentation of problems and fixes
Take inbound service desk phone calls, document issues in real time, and route or escalate requests as needed
Prioritize and research tickets to reduce disruption and support operational continuity
Support end users remotely with setup, installation, and configuration of IT equipment, ensuring proper integration with existing systems
Triage and evaluate tickets assigned to you, keeping relevant parties informed
Collaborate with other IT teams for escalations and problem resolution
Monitor end user and team member issues to help protect data integrity and prevent unauthorized access or breaches
Identify gaps and potential security vulnerabilities to improve system security
Spot documentation gaps and recommend updates needed for repeatable support processes
Conduct regular interval software and access audits
Provide technical feedback to team members and share concerns with leadership
Document data points to identify training gaps
Guide end users on software usage, hardware usage, and IT best practices

Requirements

3+ years of IT Service Desk experience
Strong knowledge of network management, troubleshooting, and configuration
Familiarity with IT infrastructure components, including computer networking principles and device management platforms
Knowledge and experience with Azure Active Directory
Proficiency troubleshooting and configuring software across multiple platforms
Proficiency with Windows, macOS, and Linux
Proficiency with Microsoft Office 365 including Teams, Outlook, Word, and Excel
Experience with Duo (two-factor authentication tool)
Experience with Okta (identity management solution)
Experience supporting a Citrix environment and Thin Clients
Remote from the Phoenix, AZ or Dallas, TX areas
Rotation includes one Saturday per month
Bachelor’s degree in Information Technology, Computer Science, or related field (preferred) OR combination of equivalent work experience and professional certifications

Technologies

Azure Active Directory
Duo
Okta
Microsoft Office 365
Teams, Outlook, Word, Excel
Citrix
Thin Clients
Windows, macOS, Linux

Benefits

Medical, dental, and vision (DriveTime Family of Brands covers a sizable amount of insurance premiums)
401(K), company paid life insurance policy, short and long-term disability coverage
Growth Opportunities
Tuition Reimbursement
Wellness Program
Competitive pay across the organization
In-House Gym
Paid Time Off
Smart-Casual Dress

Additional Details

No sponsorship is provided. Individuals with temporary visas or who need sponsorship now or in the future are not eligible for hire at this time.
Hiring is contingent upon successful completion of background and drug screening.
DriveTime is a drug-free, tobacco-free workplace and an Equal Opportunity Employer.

Nice to Haves

Certifications such as CompTIA A+, Network+, Security+, CCNA/CCDA, or Microsoft Certified Solutions Associate (MCSA)
Experience writing technical documentation
Genesys (any phone system support experience)
Any VPN service experience
Any remote access software experience

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