IT Support Specialist II

Academies of Math and Science (AMS) Impact Group (AIG) is seeking a Tier 2 IT Support Specialist to deliver advanced technical support and act as the primary escalation point for Tier 1 technicians. This full-time hybrid role is based in Tempe, AZ 85282, supporting hardware, software, identity, endpoints, and network services across multiple locations.

Role Overview

In this position, you will investigate and resolve complex incidents and service requests, using both remote support tools and on-site diagnostics. You will also help ensure technology remains reliable and secure for staff onboarding, classroom instruction, assessments, campus events, and deployments.

Responsibilities

• Serve as the primary escalation resource for Tier 1 IT technicians, resolving complex incidents and service requests.
• Provide direct technical support to AIG employees, AMS campus staff, school leaders, and authorized users.
• Troubleshoot issues across Windows, ChromeOS, iOS, Android, classroom technology, printers, phones, audiovisual equipment, and user accounts and access permissions.
• Investigate operating system, application, hardware, authentication, configuration, and network connectivity issues to identify root causes and implement lasting solutions.
• Use remote support tools and on-site diagnostic methods to resolve incidents and validate service restoration.
• Manage assigned tickets, including prioritization, status updates, documentation, and escalation to vendors or higher-level engineering when needed.
• Provide Tier 1 technicians with troubleshooting guidance, diagnostic strategies, and resolution support.
• Identify recurring incidents and recommend solutions to reduce repeat issues and improve service quality.
• Support Microsoft 365 and Google Workspace, including account access, multifactor authentication, licensing, groups, shared resources, and common client issues within approved administrative permissions.
• Troubleshoot TCP/IP, DNS, DHCP, Wi-Fi, switching, VLANs, printing, and basic email-delivery issues.
• Collect logs and diagnostic evidence to support investigation and escalation.
• Assist with endpoint configuration, patching, software deployment, device imaging, security tooling, and device lifecycle management.
• Support campus technology systems and integrations while following change-control, security, and data-protection requirements.
• Follow approved access controls and security practices to maintain reliable technology environments.
• Install, configure, replace, and validate computers, mobile devices, projectors, displays, phones, printers, and related peripherals.
• Maintain accurate inventory, asset assignments, warranties, loaner equipment, spare stock, and disposal records.
• Coordinate with AIG departments, campus leadership, teachers, vendors, and central IT resources to minimize downtime.
• Support technology deployments, device refreshes, network upgrades, security initiatives, and campus openings.
• Provide technical guidance and knowledge-sharing support to Tier 1 technicians without assuming formal supervisory responsibility.
• Share documented solutions and effective troubleshooting practices to improve consistency across the network.
• Support ticket handoffs and knowledge transfer to ensure timely resolution and clear communication.
• Collaborate with IT leadership to identify training needs and improve service delivery.
• Create and maintain knowledge-based articles, troubleshooting guides, diagrams, configuration records, and resolution notes.
• Document technical investigations, root causes, corrective actions, and repeatable solutions.
• Recommend process, configuration, training, and equipment improvements based on recurring issues.
• Participate in infrastructure upgrades, device refreshes, security initiatives, and technology projects.
• Follow established IT procedures, security standards, and change management practices.
• Perform other IT-related duties as assigned.

Required Qualifications

• Minimum 2 years of progressively responsible IT support, help desk, desktop support, or field support experience.
• Demonstrated experience resolving escalated hardware, software, identity, access, printing, and network connectivity issues.
• Hands-on experience supporting Windows and ChromeOS, with working knowledge of iOS and Android.
• Working knowledge of Microsoft 365 and Google Workspace administration and end-user support.
• Practical understanding of TCP/IP, DNS, DHCP, Wi-Fi, switching, VLANs, and common troubleshooting tools.
• Experience using an IT service management or ticketing platform with complete ticket documentation.
• Ability to provide technical guidance to Tier 1 technicians and collaborate on complex incidents.
• Ability to work independently, manage competing priorities, and support multiple departments and locations.
• Ability to travel locally between AMS and AIG locations when required.
• Ability to perform physical activities associated with deploying, installing, and moving standard IT equipment.
• Strong troubleshooting, root-cause analysis, and technical problem-solving skills.
• Ability to investigate complex incidents using diagnostic tools, logs, and structured testing.
• Understanding of endpoint support, identity and access troubleshooting, productivity platforms, and network issues.
• Ability to determine when to resolve an issue independently and when to escalate.
• Strong communication and customer service skills, including explaining technical issues to non-technical users.
• Ability to guide Tier 1 technicians and share technical knowledge effectively.
• Strong organization, prioritization, accountability, and follow-through.
• Commitment to confidentiality, information security, and approved IT procedures.
• Ability to collaborate effectively in a hybrid work environment.

Technologies

• Windows
• ChromeOS
• iOS
• Android
• Microsoft 365
• Google Workspace
• TCP/IP
• DNS
• DHCP
• Wi-Fi
• VLANs
• Switching
• Multifactor authentication

Preferred Qualifications

• Experience supporting technology in a K–12 school, charter network, or multi-site organization.
• Experience supporting corporate or central-office IT functions.
• Experience with endpoint management, software deployment, device imaging, asset management, and security platforms.
• Experience supporting printers, audiovisual systems, VoIP phones, classroom displays, and testing environments.
• Industry certification such as CompTIA A+, CompTIA Network+, Microsoft 365 Certified: Endpoint Administrator Associate, Google IT Support Professional Certificate, or equivalent.
• Experience developing knowledge-based articles, standard operating procedures, or technical documentation.
• Experience mentoring Tier 1 technicians or providing technical escalation support.
• Familiarity with IT service management, incident prioritization, root-cause analysis, and continuous improvement.

Benefits

• Medical and dental insurance
• Vision insurance options
• Life and disability coverage
• Retirement contributions
• Paid time off
• Professional development and career growth opportunities

Working Conditions

• Full-time hybrid position based in Tempe, Arizona.
• Standard schedule includes three days in the office and two days remote, coordinated with IT leadership.
• On-site work outside the regular schedule may be required for critical incidents, deployments, or business needs.
• Regular use of computers, diagnostic tools, and IT service management platforms.
• Interaction with AIG employees, campus staff, school leaders, Tier 1 technicians, vendors, and technical teams.
• May require moving and setting up technology equipment and supporting multiple locations.
• Occasional extended hours may be required for technology projects, urgent incidents, infrastructure changes, or campus openings.
• Local travel between AIG and AMS locations may be required.

Physical Requirements

• Ability to sit, stand, walk, bend, kneel, reach, and perform hands-on technical tasks as needed.
• Ability to lift, carry, and move standard IT equipment and supplies as required by the role.
• Ability to install, connect, disconnect, and relocate computers, monitors, printers, and other technology equipment.
• Ability to work at a computer for extended periods.
• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Compensation and Classification

• Compensation: USD 55,000–59,000 per year
• Employment classification: Full-Time
• Reports to: IT Manager