Hybrid IT Support Technician II – Tier 2 Escalations

The Academies of Math and Science; Tempe (AZ); Hybrid; USD 55,000 - 59,000; Full time

Benefits offered by this job

Medical and dental insurance

Vision insurance options

Life and disability coverage

Retirement contributions

Paid time off

Professional development and career成长

Job summary

The Academies of Math and Science (AMS) is seeking a Tier 2 IT Support Technician to provide advanced support across multiple campuses in a hybrid Tempe setting. The role focuses on incident resolution, guidance to Tier 1, and system improvements to keep technology services reliable.

Responsibilities include supporting Microsoft 365 and Google Workspace, devices, network issues, and IT projects while maintaining documentation and user-focused service delivery.

Qualifications

• Minimum of 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 and maintaining 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.

Responsibilities

• Serve as a 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 involving Windows, ChromeOS, iOS, Android, classroom technology, printers, and devices.
• Investigate OS, application, hardware, and network issues to identify root causes and lasting solutions.
• Use remote tools and on-site diagnostics to resolve incidents and validate service restoration.
• Manage tickets through resolution with updates and escalation when needed.
• Provide Tier 1 with troubleshooting guidance and resolution support.
• Identify recurring incidents and recommend systemic improvements.

Skills

Customer service

Troubleshooting

Communication

Travel locally

Education

Two years IT support experience

Tools

Windows

ChromeOS

iOS

Android

Microsoft 365

Google Workspace

TCP/IP

DNS

DHCP

Wi-Fi

VLANs

Job description

The Academies of Math and Science (AMS) is seeking a Tier 2 IT Support Technician to provide advanced support across multiple campuses in a hybrid Tempe setting. The role focuses on incident resolution, guidance to Tier 1, and system improvements to keep technology services reliable.

Responsibilities include supporting Microsoft 365 and Google Workspace, devices, network issues, and IT projects while maintaining documentation and user-focused service delivery.