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BTS

IT Support Specialist

BTS
Phoenix, AZ $60k - $70k/yr Full time Posted 7d ago
Active Directory Computer Skills End User Support Exchange Support Help Desk Support Information Technology (IT) IT Services Macos Support Microsoft 365 Network Support Office 365 Remote Support Technical Support Vpn Support Windows Support
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Job Description

BTS is hiring an IT Support Specialist to strengthen its global IT support function with advanced troubleshooting, end-user assistance, and ongoing system support.

Responsibilities

  • Support hardware, software, network, and system-related incidents and requests
  • Troubleshoot and resolve issues involving operating systems, applications, and internal tools in a timely and efficient manner
  • Assist end-users through remote desktop, phone, or in-person support, including software installations and configuration needs
  • Provide basic user training on software and hardware tools, including new-hire orientations
  • Analyze and resolve complex technical problems with a professional and efficient approach
  • Log incidents and document solutions in the ticketing system
  • Escalate tickets appropriately when needed
  • Maintain and support IT systems, servers, workstations, and network infrastructure
  • Monitor systems proactively and run routine checks to support optimal performance
  • Support installation, configuration, and maintenance of hardware such as computers, printers, network devices, and related peripherals
  • Install, upgrade, and patch software applications to support security and functionality
  • Collaborate with IT teammates and other departments to deliver consistent, high-quality support
  • Provide technical guidance and mentorship to junior staff when required
  • Maintain accurate documentation for troubleshooting procedures, software inventory, and IT infrastructure
  • Prepare regular reports covering system performance and recurring issues

Requirements

  • 2+ years of experience in IT support or a similar role, with strong troubleshooting of hardware and software
  • Ability to periodically travel to other US offices
  • Authorization to work in the US permanently without sponsorship is required
  • CompTIA A+
  • CompTIA Network+
  • Microsoft Certified: Windows Server Fundamentals (or related certifications)
  • ITIL Foundation (desirable)
  • Experience supporting Windows and macOS environments
  • Experience with Active Directory, Exchange, and Office 365/Entra management
  • Knowledge of networking concepts including DNS, DHCP, TCP/IP, and VPN
  • Experience using AI-assisted tools (for example: copilots, chatbots, or automation platforms) to improve troubleshooting and helpdesk efficiency
  • Advanced knowledge of desktop operating systems (Windows 10/11, macOS)
  • Proficiency troubleshooting software and hardware issues
  • Working understanding of server administration, including backups, patching, and security protocols
  • Strong communication and customer service skills
  • Problem-solving skills with focus on delivering timely solutions
  • Ability to work independently and as part of a global team
  • Strong organization and time management skills, with ability to prioritize and manage multiple tasks

Location & Travel

  • Phoenix, AZ (hybrid)
  • Hybrid expectations: 75% on site
  • Routine travel to the San Francisco office

Salary

  • $60,000 - $70,000 per year
  • Commensurate with experience

Technologies

  • Remote desktop
  • Active Directory
  • Exchange
  • Office 365 / Entra
  • Windows 10/11
  • macOS
  • DNS, DHCP, TCP/IP
  • VPN
  • AI-assisted tools (copilots, chatbots, automation platforms)

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