End User Support Technician

Alorica Inc.; United States; A distancia; USD 42.000 - 54.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive base pay & incentives

Medical, dental, vision & 401(k)

Career development opportunities

Growth within a global organization

Employee assistance program

Descripción de la vacante

Alorica Inc. in Tucson is seeking an End User Support Technician I to provide first-line IT support in a fast-paced call center. You will troubleshoot hardware and software, image PCs with SCCM, and assist network, server and voice teams as needed.

The role requires 2-3 years of related IT experience, strong customer service and communication skills, and the ability to work after hours on rotation. You must move devices in the site and coordinate with vendors and facilities.

Formación

• 2-3 years of related IT support experience.
• Diploma or equivalent with relevant certifications.
• Strong customer service and communication skills.

Responsabilidades

• Troubleshoot basic to moderately complex IT issues for PCs, laptops, printers, and peripherals.
• Provide hands-on support for other service lines and relay technical information to network/server/voice teams.
• Image PCs using SCCM and maintain security patching and antivirus updates.
• Troubleshoot software issues within the site and ensure compliance with IT policies.
• Respond to help desk tickets promptly and escalate complex issues as needed to leadership.
• Assist with after-hours on-call rotation and escort vendors or facilities into IT areas.

Conocimientos

Customer service

Communication

Teamwork

Adaptability

Educación

Diploma or equivalent experience/certifications

Herramientas

Office 365

SCCM

ServiceNow

Active Directory

Windows 10

Descripción del empleo

End User Support Technician I
Location: Tucson
Employment Type: Full Time
Reporting to: Manager End User Support

ABOUT US

At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.

We're the largest minority-owned CX provider, delivering digital-first, people-centered experiences for some of the world's most respected brands. For over 25 years, we've been helping businesses solve their toughest customer experience challenges—and we do it better than anyone else.

As a Top Place to Work, we're serious about creating an environment where people show up as their genuine selves. Which means when you succeed, we all do.

HERE’S WHAT THE JOB REALLY LOOKS LIKE
Provides first-line entry level basic to moderate complexity support for IT issues within a call center site. It will involve troubleshooting of IT hardware and software in the site and troubleshooting for other service lines. This job will require the technician to physically move or rack devices in the site. There will be after hours on-call rotational support needed as well.

HOW YOU’LL MAKE AN IMPACT
• Basic to moderate skill level troubleshooting of IT hardware within the site
• Basic to moderate skill level troubleshooting of software used within the site
• Compliance to all required security, patching and antivirus updates
• Adherence to documented processes & procedures
• After hours support will be needed to support outages, changes, and project work
• Physical movement of devices is required
• Escort of vendors & facilities contractors entering IT-only areas

WHAT YOU’LL ACTUALLY DO
• Must be able to troubleshoot basic to moderately complex IT issues with PCs, laptops, monitors, keyboards, mice, phones, printers
• Must be able to provide hands and feet support for other service lines and provide technical information back to network, server and voice teams (such as ping, tracert, cable tracing, device status)
• Must be able to image PCs using SCCM tool
• Must be able to troubleshoot basic to moderately complex software issues within the site
• Must have an understanding of how to use and troubleshoot Office 365, ServiceNow, SCCM, Active Directory, Windows 10
• Must ensure all PCs and laptops remain compliant with security, patch and antivirus updates
• Must respond to and complete IT help ticket in a timely manner and escalate more complex issues to Sr Associate, Tech Lead or Supervisor
• Must be able to follow documented processes and procedures, but make suggestions for improvement if better ideas come to mind
• Must complete site health checks as required
• Must keep the EUS SharePoint site & other documentation updated
• After hours/weekend/holiday support will be required for on call rotation, change request support and project request support
• Physical movement of PCs, monitors, phones will be required, as will receiving and racking network, server and voice devices
• Must occasionally escort vendors or facilities into IT-only rooms
• Complies with established policies and standards to ensure that access to company information and system resources, in any medium or format, is limited to authorized personnel.

WHAT’LL SET YOU UP FOR SUCCESS
• Diploma or equivalent experience/Certifications within area related to job function
• 2-3 years of related experience
• Must possess excellent customer service skills
• Must possess good communication skills – speak and write articulately
• Must be professional in the event of an executive or client visit
• Must be able to judge & communicate potential risks or issues as they arise – see something, say something
• Must have a teamwork attitude
• Must partner with other departments to establish a positive work environment
• Must be able to work under pressure and adapt – short deadlines, late requests, new requirements
• Must be able to accept and adapt to rapid change in the IT environment
• Act with ownership, accountability, honesty and urgency

WHY ALORICA?

Our culture shows up in how we work together, support each other, and show up for our clients. We're bold enough to challenge how things have always been done, committed to delivering results that matter, and passionate about making customer experiences that actually work.

TIDE is our connection group built around real conversations, shared experiences, and genuine belonging. MLBA (Making Lives Better at Alorica) is our employee-led nonprofit where local teams raise funds and support colleagues and communities when it matters most. We don't just talk about culture—we build it, live it, and keep making lives better every day.

What We Offer:

• Competitive base pay with performance-driven incentives
• Comprehensive benefits including medical, dental, vision, and 401(k)
• Career development through Alorica Academy's open-access courses
• Real opportunities to grow within a global organization
• Access to our employee assistance program
• A collaborative, inclusive culture where innovation happens

Our Values

Bold – We challenge conventions and take smart risks

Relentless – We deliver results, no matter what it takes

Connected – We work as One Alorica because we're stronger together

True – We show up as our authentic selves, every single day

We like the way you work it · no gig iddy · Gotta bag it up · no gig iddy ·

We like the way you work it · no gig iddy · Gotta bag it up · no gig iddy ·