Enterprise Service Desk Specialist II

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