Enterprise Service Desk Specialist II

The Enterprise Service Desk IT Support Specialist II provides day-to-day technical support to employees across the DriveTime family of companies, helping resolve end-user issues and reduce downtime through phone and ticket-based workflows.

Location

Tempe, AZ (onsite)

Role Summary

In this role, you respond to inbound service desk phone calls and IT work tickets to troubleshoot and correct computer, network, printer, and peripheral issues. You also support problem prevention by documenting incidents and solutions, escalating when appropriate, and collaborating with other IT teams to restore service quickly.

Responsibilities

• Provide remote technical support by troubleshooting, diagnosing, and correcting issues with computers, network-related problems, printers, and other peripherals
• Handle IT service incidents and requests to support timely resolution while maintaining accurate documentation of issues and fixes
• Communicate effectively with end users and vendors with varying technical expertise to diagnose issues and clarify technical information
• Answer inbound service desk phone calls, document problems in real time, troubleshoot as needed, and route or escalate requests
• Prioritize and research issues to minimize disruption to business operations
• Remotely assist with setup, installation, and configuration of IT equipment such as computers, printers, and peripherals, ensuring proper integration with existing systems
• Triage, evaluate, and prioritize assigned support tickets while keeping all involved parties informed
• Collaborate with other IT teams for escalations and problem resolution
• Monitor end-user and team member issues to protect data integrity and help prevent unauthorized access or breaches
• Identify gaps and potential vulnerabilities to support a secure environment
• Identify documentation gaps or needed updates so repeatable processes remain actionable for the team
• Conduct regular interval software and access audits
• Provide technical feedback to team members and communicate concerns to leadership
• Document data points to identify training gaps
• Guide end users on software applications, hardware usage, and IT best practices

Required Qualifications

• 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
• Remote from the Phoenix, AZ area
• Rotation of one Saturday every month
• Proficiency in software troubleshooting and configuration across various platforms
• Proficiency with Windows, macOS, and Linux operating systems
• Proficiency with Microsoft Office 365 applications 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
• Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred, or a combination of equivalent work experience and professional certifications

Technologies

• Azure Active Directory
• Microsoft Office 365 (Teams, Outlook, Word, Excel)
• Duo
• Okta
• Citrix
• Thin Clients

Benefits

• Medical, dental, and vision coverage (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
• In-House Gym
• Paid Time Off
• Smart-Casual Dress
• Give Us a Reason (or not), and We’ll Celebrate

Nice to Have

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

Non-Sponsorship Policy

This position does not provide sponsorship. Individuals with temporary visas or who need sponsorship now or in the future are not eligible for hire at this time.