Enterprise Service Desk Specialist II

DriveTime Sales and Finance Company, LLC; Tempe (AZ); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(K) plan

Life insurance (company-paid)

Short/long-term disability

Tuition reimbursement

Wellness program

On-site gym

Paid time off

Job summary

DriveTime Family of Brands is seeking an IT Support Specialist II to support employees across the DriveTime family of brands from the Enterprise Service Desk. You will troubleshoot, document, and resolve technical issues, prioritizing minimal downtime and effective end-user assistance.

The role requires strong networking, multi-OS proficiency, and experience with identity management tools. This on-site position offers growth opportunities, benefits, and a collaborative IT team environment.

Qualifications

• Bachelor’s degree or equivalent experience preferred.
• 3+ years of IT Service Desk experience or similar role.
• Proficient in Windows, macOS, and Linux environments.
• Strong knowledge of network principles, security best practices, and device management.

Responsibilities

• Provide remote technical support and troubleshoot issues for end users.
• Manage IT service incidents and requests with timely resolution and documented solutions.
• Answer inbound calls, document issues, and route/escalate tickets as needed.
• Assist with setup, installation, and configuration of IT equipment.
• Collaborate with IT teams for escalations and problem resolution.
• Conduct regular software and access audits to protect data integrity.

Skills

Network management

Troubleshooting

Configuration

Azure Active Directory

Windows/macOS/Linux

Office 365 applications

Two-factor authentication

Identity management

Citrix

Thin Clients

VPN

Remote access software

Certifications (A+/Other)

Education

Bachelor’s degree in IT/CS or related field; or equivalent work experience & certifications

Tools

Citrix

Thin Clients

Genesys

Job description

What’s Under the HoodDriveTime Family of Brands is the largest privately owned used car sales finance & servicing company in the nation. Headquartered in Tempe, Arizona and Dallas, Texas, we create opportunities and improve the lives of our customers and our employees by placing a focus on putting the right customer, in the right vehicle, on the right terms and on their path to ownership.The DriveTime Family of Brands spans across DriveTime, Bridgecrest and SilverRock. You can find us at the intersection of technology and innovation as we use our proprietary tools and over two decades of industry knowledge to redefine the process of purchasing, financing, and protecting your vehicle.That’s Nice, But What’s the Job?This is not a position for which sponsorship will be provided. Individuals with temporary visas or who need sponsorship now or in the future are not eligible for hire at this time.In short, as an IT Support Specialist II, you will be a key part of our Enterprise Service Desk providing day-to-day IT technical support to employees across the DriveTime family of companies. The Service Desk is the face of IT, ensuring end users’ technical difficulties are resolved in a timely manner to prevent downtime. As an IT Support Specialist II, you will be answering phone calls and working tickets.In long, our IT Support Specialist II's: Provide remote technical support and assist team members through troubleshooting, diagnosing, and correcting problems with computers, network-related issues, printers, and other peripheralsManage IT service incidents and requests to ensure timely resolution while maintaining accurate documentation of issues and solutionsCommunicate effectively with users and vendors of varying technical expertise to diagnose problems, provide solutions, and clarify technical issuesAnswer inbound service desk phone calls, accurately document issues, troubleshooting in real time, and route or escalate requests as neededPrioritize and research issues as needed to ensure timely resolution and minimal disruption to operationsRemotely assist the team with the setup, installation, and configuration of IT equipment such as computers, printers, and peripherals. Ensure proper functioning and integration with existing systemsTriage, evaluate and prioritize support tickets assigned to you while ensuring everyone involved is well informedCollaborate with other IT teams for escalations and problem resolutionMonitor end users’ and team members’ issues to protect data integrity and prevent unauthorized access or breachesIdentify gaps and potential vulnerabilities to keep all data and systems secureIdentify documentation gaps or changes that need to be made so that the team has the resources they need to address any of our repeatable processesConduct regular interval software and access auditsProvide technical feedback to team members and provide leadership with any concerns identifiedDocument various data points to identify training gapsProvide guidance to end-users on the use of software applications, hardware, and IT best practicesSo, What Kind of Folks Are We Looking for?Strong knowledge of network management, troubleshooting, and configuration.Familiarity with IT infrastructure components, including computer networking principles and device management platformsKnowledge and experience with Azure Active DirectoryRemote from the Phoenix, AZ areaRotation of one Saturday every monthThe Specifics:Bachelor’s degree in Information Technology, Computer Science, or a related field preferred; or a combination of equivalent work experience & professional certifications 3+ years of IT Service Desk experienceProficiency in software troubleshooting and configuration across various platformsProficiency with Windows, macOS, and Linux operating systemsProficiency in Microsoft Office 365 applications, including Teams, Outlook, Word, and ExcelDuo (any two-factor authentication tool experience)Okta (any identity management solution)Experience supporting a Citrix environment and Thin ClientsNice to haves:Certifications such as CompTIA A+, Network+, Security+, CCNA/CCDA, or Microsoft Certified Solutions Associate (MCSA)Experience with writing technical documentationGenesys (any phone system support experience)Any VPN service experienceAny Remote access softwareSo What About the Perks? Perks matterTeamwork in Action. In this position, you’ll be fully on-site, collaborating and connecting with your teammates while getting things done. Experience the energy and momentum of working together every day!Medical, dental, and vision, oh my! DriveTime Family of Brands covers a sizable amount of insurance premiums to ensure our employees receive top-tier healthcare coverage.But Wait, There’s More. 401(K), Company paid life insurance policy, short and long-term disability coverage to name a few.Growth Opportunities. You grow, I grow, we all grow! But seriously, DriveTime Family of Brands is committed to providing its employees with every opportunity to grow professionally with roughly over 1,000 employees promoted year over year.Tuition Reimbursement. We’re as passionate about your professional development as you are. With that, we’ll put our money where our mouth is.Wellness Program. Health is wealth! This program includes self-guided coaching and journeys, cash incentives and discounts on your medical premiums through engaging in fun activities!Gratitude is Green. We offer competitive pay across the organization, because, well… money matters!In-House Gym. We want our employees to be the best versions of themselves. So come early, take a break in your day or finish strong with a workout!Give Us a Reason (or not), and We’ll Celebrate. Regardless of whether there is a holiday or not, we are finding ways to kick back and enjoy each other’s company outside of day-to-day work.Smart-Casual Dress. Come dressed in jeans (you’ll fit right in with the rest of us).Paid Time Off. Not just lip service: we work hard, to play hard! Paid time off includes (for all full-time roles) wellness days, holidays, and good ole' fashioned YOU time! For our Part-timers, don't fear you get some time too...vacation time is available - the more you work, the more you earn!Anything Else? Absolutely.DriveTime Family of Brands is Great Place to Work Certified! And get this: 90% of our rockstar employees say they feel right at home here. We could spend a lot of time having you read about ALL our awards, but we’ll save time (and practice some humility) just naming a few others; Comparably Awards: Best Company for Diversity, Best Company Culture and Best Company Leadership, oh and don’t forget Phoenix Business Journal Healthiest Employers (okay, we’ll stop there)!Hiring is contingent upon successful completion of our background and drug screening process. DriveTime is a drug-free, tobacco-free workplace and an Equal Opportunity Employer.And when it comes to hiring, we don't just look for the right person for the job, we seek out the right person for DriveTime. Buckle up for plenty of opportunities to grow in a professional, fun, and high-energy environment!