IT Support Specialist II

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

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability coverage

Retirement contributions

Paid time off

Job summary

AMS Impact Group is hiring a Tier 2 IT Support Technician II to provide advanced technical assistance to employees, campus staff, and the broader AMS network. The role serves as the primary escalation point for Tier 1 technicians, tackling complex incidents across Windows, ChromeOS, iOS, Android, printers, and AV gear in a hybrid Tempe environment.

The ideal candidate will have at least 2 years of IT support experience, strong customer service, and solid knowledge of Microsoft 365 and Google

Qualifications

• 2+ years in IT support/Desktop support or equivalent.
• Experience resolving escalated hardware, software, identity, printing, and network issues.
• Proficient with Windows and ChromeOS; familiar with iOS and Android.
• Experience with Microsoft 365 and Google Workspace administration and end-user support.

Responsibilities

• Serve as escalation resource for Tier 1 technicians; resolve complex incidents.
• Provide direct technical support to employees, campus staff, and leaders.
• Troubleshoot Windows, ChromeOS, iOS, Android, printers, phones, and AV equipment.
• Manage tickets: prioritization, updates, documentation, and escalation as needed.
• Guide Tier 1 technicians and share troubleshooting knowledge.
• Support onboarding, deployments, and campus openings with IT leadership.

Skills

Windows troubleshooting

ChromeOS support

Mobile OS support

Microsoft 365

Tools

IT ticketing system

Google Workspace Admin

TCP/IP diagnostics

Job description

We're excited to provide the best education in the best environment to our students!AMS Impact GroupIT Support Technician IIReports To: IT ManagerLocation: Tempe, Arizona – HybridEmployment Classification: Full-TimeCompensation: $55,000–$59,000 annuallyPosition SummaryAMS Impact Group (AIG) supports the Academies of Math and Science (AMS), a growing network of high-performing K–8 public charter schools committed to providing rigorous, STEM-focused education to students in historically underserved communities.AIG is seeking an experienced Tier 2 IT Support Technician to provide advanced technical support to AIG employees, AMS campus staff, and the broader network. This position serves as a primary escalation resource for Tier 1 IT technicians, resolving complex technical incidents that require deeper troubleshooting expertise and independent problem-solving.The Tier 2 IT Support Technician will troubleshoot hardware, software, identity, endpoint, and network issues; support systems and infrastructure projects; and help maintain reliable, secure technology services. This role also provides technical guidance to Tier 1 technicians, improves troubleshooting practices, and supports consistent IT service delivery across AIG and AMS locations.The ideal candidate combines strong technical expertise with excellent customer service, sound judgment, thorough documentation, and the ability to manage competing priorities in a fast-paced, multi-site environment.Key ResponsibilitiesTier 2 Technical Support & EscalationServe 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, phones, audiovisual equipment, user accounts, and access permissions.Investigate operating systems, application, hardware, authentication, configuration, and network connectivity issues to identify root causes and implement lasting solutions.Use remote support tools and on-site diagnostic methods to resolve incidents and validate service restoration.Manage assigned tickets through resolution, including prioritization, status updates, documentation, and escalation when vendor or higher-level engineering support is required.Provide Tier 1 technicians with troubleshooting guidance, diagnostic strategies, and resolution support.Identify recurring incidents and recommend solutions to reduce repeat issues and improve service quality.Systems, Identity & Network SupportSupport Microsoft 365 and Google Workspace services, including account access, multifactor authentication, licensing, groups, shared resources, and common client issues within approved administrative permissions.Troubleshoot TCP/IP, DNS, DHCP, Wi-Fi, switching, VLANs, printing, and basic email-delivery issues.Collect logs and diagnostic evidence to investigate complex issues and support escalations.Assist with endpoint configuration, patching, software deployment, device imaging, security tooling, and device lifecycle management.Support campus technology systems and integrations while following change-control, security, and data-protection requirements.Follow approved access controls and security practices to help maintain reliable technology environments.IT Support & Network OperationsProvide technical support for AIG corporate and administrative technology needs, in addition to AMS campus users and systems.Maintain technology readiness for staff onboarding, classroom instruction, assessments, campus events, and technology deployments.Install, configure, replace, and validate computers, mobile devices, projectors, displays, phones, printers, and related peripherals.Maintain accurate inventory, asset assignments, warranties, loaner equipment, spare stock, and disposal records.Coordinate with AIG departments, campus leadership, teachers, vendors, and central IT resources to minimize downtime.Support technology deployments, device refreshes, network upgrades, security initiatives, and campus openings.Provide support across multiple locations based on organizational needs.Tier 1 Technical Guidance & Team CollaborationProvide technical guidance and knowledge-sharing support to Tier 1 technicians without assuming formal supervisory responsibility.Help Tier 1 staff strengthen troubleshooting methods, identify root causes, and determine when escalation is appropriate.Share documented solutions and effective troubleshooting practices to improve consistency across the network.Support ticket handoffs and knowledge transfer to ensure timely resolution and clear communication.Collaborate with IT leadership to identify training needs and improve service delivery.Documentation, Projects & Continuous ImprovementCreate and maintain knowledge-based articles, troubleshooting guides, diagrams, configuration records, and resolution notes.Document technical investigations, root causes, corrective actions, and repeatable solutions.Recommend process, configuration, training, and equipment improvements based on recurring issues.Participate in infrastructure upgrades, device refreshes, security initiatives, and technology projects.Follow established IT procedures, security standards, and change management practices.Perform other IT-related duties as assigned.Required QualificationsEducation & ExperienceMinimum 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.Ability to travel locally between AMS and AIG locations when required.Ability to perform physical activities associated with deploying, installing, and moving standard IT equipment.Knowledge, Skills & AbilitiesStrong troubleshooting, root-cause analysis, and technical problem-solving skills.Ability to investigate complex incidents using diagnostic tools, logs, and structured testing.Understanding of endpoint support, identity and access troubleshooting, productivity platforms, and network issues.Ability to determine when to resolve an issue independently and when to escalate.Strong communication and customer service skills, including explaining technical issues to non-technical users.Ability to guide Tier 1 technicians and share technical knowledge effectively.Strong organization, prioritization, accountability, and follow-through.Commitment to confidentiality, information security, and approved IT procedures.Ability to collaborate effectively in a hybrid work environment.Preferred QualificationsExperience supporting technology in a K–12 school, charter network, or multi-site organization.Experience supporting corporate or central-office IT functions.Experience with endpoint management, software deployment, device imaging, asset management, and security platforms.Experience supporting printers, audiovisual systems, VoIP phones, classroom displays, and testing environments.Industry certification such as CompTIA A+, CompTIA Network+, Microsoft 365 Certified: Endpoint Administrator Associate, Google IT Support Professional Certificate, or equivalent.Experience developing knowledge-based articles, standard operating procedures, or technical documentation.Experience mentoring Tier 1 technicians or providing technical escalation support.Familiarity with IT service management, incident prioritization, root-cause analysis, and continuous improvement.Core CompetenciesAdvanced technical troubleshootingTier 1 technical guidance and knowledge sharingTicket ownership and prioritizationCustomer service and communicationSecurity and documentationCross-functional collaborationWorking ConditionsFull-time hybrid position based in Tempe, Arizona.Standard schedule includes three days in the office and two days remote, coordinated with IT leadership.On-site work outside the regular schedule may be required for critical incidents, deployments, or business needs.Regular use of computers, diagnostic tools, and IT service management platforms.Interaction with AIG employees, campus staff, school leaders, Tier 1 technicians, vendors, and technical teams.May require moving and setting up technology equipment and supporting multiple locations.Occasional extended hours may be required for technology projects, urgent incidents, infrastructure changes, or campus openings.Local travel between AIG and AMS locations may be required.Physical RequirementsAbility to sit, stand, walk, bend, kneel, reach, and perform hands-on technical tasks as needed.Ability to lift, carry, and move standard IT equipment and supplies as required by the role.Ability to install, connect, disconnect, and relocate computers, monitors, printers, and other technology equipment.Ability to work at a computer for extended periods.Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.BenefitsAIG offers a comprehensive benefits package, including:Medical and dental insuranceVision insurance optionsLife and disability coverageRetirement contributionsPaid time offProfessional development and career growth opportunitiesWhy Join AMS Impact Group?Join AIG to solve complex technical challenges, support Tier 1 technicians, and improve technology services across the organization. Help strengthen the systems and support that enable our schools and employees to serve students effectively.Join us to enjoy rewarding challenges and ongoing opportunities!