Desktop Support Technician

Solü Technology Partners; Tempe (AZ); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Solü Technology Partners seeks a Tier 2 End User Support specialist to enable the client workforce in a hybrid environment. You will provide on-site and walk-up support, handling devices and software across multiple Phoenix facilities.

Strong focus on customer experience, troubleshooting complex issues, and collaborating with other IT teams. Ideal candidates have solid Windows/M365 knowledge, networking basics, hardware repair skills, and excellent communication.

Qualifications

• Experience in client support across varied technical skill levels.
• Strong knowledge of Microsoft OS and Microsoft 365.
• Service Management concepts and security principles.
• Detail oriented with analytical and troubleshooting skills.
• Well organized with ability to multitask and prioritize.
• Excellent communication and documentation abilities.
• Experience in large-scale enterprise environments is a plus.

Responsibilities

• Provide second-level (Tier 2) on-site and remote IT support for end users.
• Troubleshoot complex issues across hardware, software, and networking.
• Repair and replace peripherals and devices (desktops, laptops, printers, mobile devices).
• Support multiple facilities across the Phoenix metro area with reliable transportation.
• Collaborate with other support teams and maintain ITSM processes (Knowledge, Incident, Request).
• Contribute to IT modernization projects and roadmap initiatives.

Skills

Customer experience

Troubleshooting

Documentation

Communication

Team collaboration

Multi-site support

Time management

Client support

Education

A+ Certification

Network+ Certification

Security+ Certification

Tools

ServiceNow

Active Directory

Group Policy

NTFS permissions

DNS

macOS

iOS

Windows 365

AVD / virtualization

Job description

Named one of America’s Best Employers in Arizona by Forbes magazine, our partner is the third-largest public power and water utility that provides service to more than 1 million customers. This is an opportunity to join a team-oriented, collaborative environment where you can grow your strengths and work toward the betterment of Arizona communities.

Employment Requirements

This opportunity is not open to C2C relationships or visa sponsorship.

This opportunity is for local candidates only.

Job Description

The candidate will be part of the End User Support (EUS) team, whose mission is to provide quality support to enable the client's workforce to be productive in a hybrid work environment. This position is responsible for providing second level (Tier 2) support and helping to implement and improve IT service delivery channels for the workforce including: walk-up and remote support.

Responsibilities

• Emphasis on customer experience for employee workforce
• On-site support for IT issues, requests and devices (smart phones, tablets, laptops, and software), including general support, repairs, refreshes, hardware troubleshooting and installs
• Provide on-site support to multiple facilities across the Phoenix metropolitan area requiring dependable and reliable form of transportation
• Troubleshoot and determine root causes of complex issues, failures or outages that could include issues with applications, operating systems, services, hardware, network connectivity and other infrastructure
• Partner with other support teams and tiers by providing knowledge and technical assistance to fulfill requests and resolve issues
• Work within a defined set of IT service management processes and procedures, including Knowledge, Incident, and Request
• Support ongoing and future projects based on the IT modernization roadmap and stakeholder requests

Qualifications

• A strong background in client support and demonstrated ability to work with clients of varied technical skill levels
• Strong background and knowledge and application of Microsoft OS, Virtualization (AVD, W365)
• Service Management and industry best practices and security principles
• Detail oriented with strong analytical, problem solving and technical troubleshooting skills
• Well organized with the ability to manage and prioritize multiple tasks simultaneously
• Strong interpersonal skills and the ability to work effectively in a team as well as independently when necessary
• Familiarity with disassembling workstations to perform diagnostics, hardware repair and/or replacement
• Excellent oral and written communication skills, including understanding of good documentation practices
• Requires in-depth working knowledge and experience with multiple technical areas across a large-scale enterprise environment in the following areas:
• Microsoft Operating Systems & the M365 platform (Office Pro Plus, Teams, OneDrive, etc.)
• Apple devices & operating systems (macOS, iOS)
• Networking, including TCP/IP system commands to aid in remote troubleshooting Active Directory, Group Policy, NTFS permissions, DNS
• Hardware to include desktop, laptops, printers, mobile phones and other connected devices
• ServiceNow for work tickets and asset management
• A+, Network+, and Security+ certifications is desired

Solü Technology Partners provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability or genetics.