Information Technology Support Technician

JCO Workforce Solutions, LLC; Tempe (AZ); Hybrid; USD 42,000 - 60,000; Full time

Job summary

JCO Workforce Solutions, LLC in Tempe, AZ seeks an IT Support Technician to join our Technical Support Center. This long-term hybrid role requires onsite presence three days per week (Tue–Thu) and offers contract-to-hire prospects after 6–12 months.

The role focuses on first‑line technical support for hardware, software, and applications, with responsibilities spanning incident handling, documentation, and collaboration with IT teams.

Qualifications

• Experience equivalent to an associate degree in computer information systems.
• Basic working knowledge of current Windows OS & MS Office applications.
• Basic troubleshooting abilities with client workstations.
• Familiarity with smartphone & tablet support is preferred.
• Apple/Mac familiarity is highly desirable.
• Corporate-level help desk & call tracking software exposure is strongly preferred.

Responsibilities

• Be present & visible in the TSC & available to customers requiring technical assistance.
• Respond to questions from customers through phone calls, chat, email, & esupport cases.
• Document call details & complete service request creation in the call tracking system.
• Ensure proper call categorization & routing, following escalation procedures as needed.
• Troubleshoot issues, working from existing knowledge database, & performing additional research as required.
• Ensure symptoms of problems & resolution steps are documented in knowledge articles.
• Communicate new knowledge articles, SOPs, & procedures to teammates & other stakeholders.
• Learn the fundamental operation of applications & hardware commonly used at Pulte.
• Enforce information security & computer systems policies.
• Provide end-user training on such topics as system logins, printing, & MS Office applications.
• Interface with other IT teams on project assignments & problem escalation.
• Develop technical documentation for training, best practices, software usage, & hardware utilization.
• Perform user administration tasks (e.g., Active Directory, Exchange, Office 365, in-house apps).
• Participate in software distribution & ongoing upgrade initiatives.
• Participate in internal team projects & deliver within committed timeframes.
• Support those operating both in-office & remotely from home & other environments not on the corporate network.

Skills

Customer service

Phone support

Troubleshooting

Team collaboration

Multitasking

Documentation

Research & learning

Education

Associate degree in Computer Information Systems

Tools

Windows OS

MS Office

Office 365

Call tracking software

MS Teams

Job description

JCO has an immediate need for an IT Support Technician in Tempe, AZ. This is a long-term Hybrid position (3 days onsite in Tempe - Tuesday, Wednesday, Thursday).

This position is contract-to-hire at the 6 - 12 month mark.

NO C2C OR VENDOR PARTNERSHIPS OF ANY KIND, W2 Included

JCO is looking for a Technical Support Specialist to join our Technical Support Center (TSC). Technical Support Specialists are the first point of contact for customers seeking assistance with technology, hardware, & application issues & requests. The position reports to the IT Manager of the TSC team.

Responsibilities Include:

• Be present & visible in the TSC & available to customers requiring technical assistance.
• Respond to questions from customers through phone calls, chat, email, & esupport cases.
• Document call details & complete service request creation in the call tracking system.
• Ensure proper call categorization & routing, following escalation procedures as needed.
• Troubleshoot issues, working from existing knowledge database, & performing additional research as required.
• Ensure symptoms of problems & resolution steps are documented in knowledge articles.
• Communicate new knowledge articles, SOPs, & procedures to teammates & other stakeholders.
• Learn the fundamental operation of applications & hardware commonly used at Pulte.
• Enforce information security & computer systems policies.
• Provide end-user training on such topics as system logins, printing, & MS Office applications.
• Interface with other IT teams on project assignments & problem escalation.
• Develop technical documentation for training, best practices, software usage, & hardware utilization.
• Perform user administration tasks (e.g., Active Directory, Exchange, Office 365, in-house apps).
• Participate in software distribution & ongoing upgrade initiatives.
• Participate in internal team projects & deliver within committed timeframes.
• Support those operating both in-office & remotely from home & other environments not on the corporate network.

Knowledge, Skills, and Abilities:

• Friendly, outgoing & helpful attitude with great interpersonal skills & the ability to work well with others.
• Ability to provide technical support over the phone, exhibit a professional demeanor & demonstrate excellent customer service skills.
• Experience detecting, troubleshooting, & providing solutions to low-to-moderately complex problems.
• Ability to handle constantly changing support volume: self-paced project work during lower call volume periods & multitask effectively during busy times.
• Proven ability to work effectively without direct supervision.
• Ability to acquire knowledge of TSC-supported software through research of dispatched cases & self-study.
• Willingness to be flexible with assigned work schedule including weekends, early, & closing shifts.
• Exceptional verbal & written communication skills.
• Ability to thrive & effectively cooperate with teammates in a primarily remote environment using collaboration & productivity tools such as MS Teams.

Educational Requirements & Experience

• Experience equivalent to an associate degree in computer information systems.
• Basic working knowledge of current Windows OS & MS Office applications.
• Basic troubleshooting abilities with client workstations.
• Familiarity with smartphone & tablet support is preferred.
• Apple/Mac familiarity is highly desirable.
• Corporate-level help desk & call tracking software exposure is strongly preferred.