IT Support Specialist I/II

The IT Support Specialist I/II role provides remote helpdesk support and supports on-site service visits across Southern Arizona. This position also assists with deployment, troubleshooting, and project-related work for client environments.

Role Overview

In this hybrid position based in Tucson, AZ 85716, the IT Support Specialist I/II manages helpdesk ticket workflows, communicates with clients about issue progress and outcomes, and performs hands-on support for end-user technology. The role covers desktop, laptop, mobile, and peripheral support, along with Microsoft 365 administration and network-connected device troubleshooting.

Responsibilities

• Provide technical assistance for incoming issues involving computers, software, Microsoft 365, printers, peripherals, and network-connected devices via phone, remote support, and onsite visits.
• Monitor and manage assigned helpdesk tickets, ensuring timely responses and resolutions aligned with company service standards.
• Act as a primary point of contact for client support requests, providing clear updates on issue status and resolution.
• Escalate advanced technical issues to senior engineers when appropriate while maintaining ongoing client communication ownership.
• Install, configure, and support desktop computers, laptops, mobile devices, printers, scanners, and other end-user technology.
• Configure, troubleshoot, and support Microsoft 365 environments, including Exchange Online, Teams, Entra ID, and OneDrive.
• Use RMM, PSA, remote access, and monitoring tools to diagnose and resolve client issues.
• Maintain accurate documentation of client environments, support activity, and technical procedures.
• Assist with workstation deployments, hardware replacements, and new user setups.
• Participate in proactive maintenance and monitoring response efforts.
• Travel to client locations within Tucson and surrounding areas for onsite troubleshooting and support.
• Assist with hardware installations, workstation deployments, network equipment replacements, and office moves.
• Support other engineers with project-related tasks and field service requests.
• Perform onsite assessments and assist with documenting client environments.
• Provide hands-on support during network, server, and technology upgrade projects.

Additional Responsibilities (Under Supervision)

• Respond to monitoring alerts and address potential issues before they impact clients.
• Assist with firewall, switch, and wireless access point configuration and troubleshooting.
• Deploy Microsoft updates and security patches using RMM and management tools.
• Participate in technical training and professional development activities.

Requirements

• Strong customer service and communication skills.
• Experience supporting Microsoft Windows 10/11 environments in a business setting.
• Working knowledge of Microsoft 365 administration, including Exchange Online, Teams, Entra ID, and OneDrive.
• Basic understanding of networking concepts: TCP/IP, DNS, DHCP, VPN, and wireless networking.
• Ability to prioritize and manage multiple support requests in a fast-paced environment.
• Self-motivated and organized approach with strong attention to detail.
• Comfortable working independently and as part of a team.
• Valid driver’s license and reliable transportation for client visits.
• Detail-oriented with solid written and verbal communication skills.

Technologies

Microsoft 365, Exchange Online, Teams, Entra ID, OneDrive, RMM, PSA, remote access, monitoring tools, Microsoft Windows 10/11, TCP/IP, DNS, DHCP, VPN, wireless networking, firewall, switch, wireless access point, Microsoft updates, security patches, printers, scanners

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule and Work Location

• Job type: Full-time
• Schedule: 8-Hour Shift, 8:00 AM – 5:00 PM
• Work location: Hybrid remote in Tucson, AZ 85716

Pay

$25.00 - $30.00 per hour

Licenses, Certifications, and Commute

• Driver’s license: Required
• Certifications: Certifications are not required but preferred
• Preferred certifications: Microsoft, Cisco, CompeTIA
• Ability to commute: Tucson, AZ 85716 (Required)

What Success Looks Like

• Maintain high levels of client satisfaction through professional and responsive support.
• Consistently meet ticket response and resolution objectives.
• Take ownership of issues and follow through until resolution.
• Keep client documentation accurate, organized, and up to date.
• Communicate clearly and professionally with clients and team members.
• Demonstrate accountability, reliability, and attention to detail.
• Contribute positively to team culture and collaboration.
• Continuously develop technical knowledge through learning opportunities.
• Support company processes, standards, and best practices.
• Help clients achieve technology goals through proactive support and recommendations.