User Technology Specialist (IT Support)

Required Skills & Experience

• 3+ years of professional desktop support, endpoint support, deskside support, or Level 2 IT support experience in a networked enterprise environment.
• Demonstrated experience independently troubleshooting escalated Level 2 technical issues, rather than primarily routing/escalating tickets.
• Strong hands-on experience supporting Windows 10/11 desktops and laptops.
• Experience troubleshooting: Hardware and peripherals, Software/applications, Windows operating system issues, User profiles Connectivity/network-related issues, VPN/remote access and Device performance.
• Experience working directly with end users in a customer-facing IT support environment.
• Experience with a formal ITSM/ticketing platform such as ServiceNow, RemedyForce, or similar.
• Working knowledge of Active Directory, including user, computer, and security group administration.
• Experience with endpoint configuration, imaging, device deployment, and software installation.
• Exposure to an enterprise endpoint management platform such as Microsoft Configuration Manager/SCCM, Microsoft Intune, or Tanium.
• Ability to independently prioritize and manage multiple tickets and project responsibilities with limited day-to-day supervision.
• Strong documentation skills and ability to clearly record troubleshooting steps and technical resolutions.
• Strong communication and customer service skills when working with users at different technical skill levels.
• Ability to work onsite five days per week in Phoenix.

Nice to Have Skills & Experience

• Experience supporting a combination of office, field/mobile, and management users.
• Experience with PC refresh, device lifecycle, or workstation deployment projects.
• Hardware asset management or IT inventory experience.
• Experience conducting physical hardware/device audits and reconciling equipment against inventory records.
• Hands-on experience with Microsoft Configuration Manager/SCCM, Intune, or Tanium.
• Experience troubleshooting secure remote access solutions such as Palo Alto GlobalProtect. Strong Microsoft 365 troubleshooting experience, particularly with Outlook and Teams.
• Experience creating technical knowledge articles, SOPs, troubleshooting guides, or other support documentation.
• PowerShell or scripting/automation experience is a strong plus.

Job Description

We are seeking an experienced Level 2 Desktop / Endpoint Support professional to provide hands-on technical support within a large enterprise environment. This individual will serve as an escalation point for issues that cannot be resolved by the frontline help desk, while also supporting two major endpoint initiatives involving PC refreshes and hardware/device inventory auditing. This is not a high-volume call center or traditional Level 1 help desk position. The ideal candidate has approximately 3-5 years of hands-on end-user support experience and is comfortable independently troubleshooting more complex Windows, hardware, software, peripheral, connectivity, VPN, and user-access issues. The environment supports a diverse user population including corporate/office employees, field personnel, and management, so strong customer service, communication, organization, and independent problem-solving skills are equally important.