IT Support Technician II — Onsite End-User Tech Expert

DRB Homes; Tempe (AZ); On-site; USD 42,000 - 60,000; Full time

Job summary

DRB Homes is seeking an IT Support Technician II to provide Tier I and II help desk support to end users in Phoenix/Tempe. This role covers desktop, mobile, printers, and collaboration apps, with strong emphasis on customer service and timely issue resolution.

You will handle incidents from intake to resolution, maintain asset inventories, and contribute to knowledge base and security standards while working onsite at Tempe locations.

Qualifications

• Associate degree in Computer Science, Information Technology, or related field, or equivalent combination of education and experience.
• 2 - 4 years of enterprise IT support experience.
• Working knowledge of Windows 10/11, Microsoft 365 applications, Active Directory/Entra ID, networking fundamentals, printers, and endpoint hardware.
• Experience supporting Microsoft Teams, mobile devices, and modern endpoint management solutions is preferred.
• Strong troubleshooting methodology and analytical problem-solving skills.
• Excellent verbal and written communication skills with a customer-first mindset.
• Ability to prioritize multiple requests and work independently while contributing to a team environment.
• Ability to quickly learn new technologies and adapt to changing business needs.
• Valid driver's license, acceptable driving record, and proof of automobile insurance.
• Ability to travel occasionally, including overnight travel, as required.
• Willing and able to work onsite.

Responsibilities

• Provide Tier I and Tier II technical support to end users through the ticketing system, call queue, email, and in-person support.
• Own incidents from initial intake through resolution or appropriate escalation while maintaining excellent customer communication.
• Monitor assigned tickets to ensure timely resolution and adherence to service level expectations.
• Escalate complex issues to Systems Administrators or other IT resources when appropriate while providing complete troubleshooting documentation.
• Deploy, configure, troubleshoot, repair, and maintain desktops, laptops, printers, peripherals, mobile devices, and related hardware.
• Maintain accurate IT asset inventory throughout the equipment lifecycle.
• Support Microsoft 365 applications and services including Outlook, Teams, OneDrive, and other collaboration technologies.
• Assist with Entra ID, Active Directory, Intune, endpoint management, and basic account administration as assigned.
• Develop and maintain knowledge base articles, technical documentation, and standard operating procedures.
• Assist Systems Administrators with system maintenance, software deployments, and infrastructure projects.
• Coordinate equipment setup, office moves, and technology deployments at division offices and remote locations.
• Follow company IT security standards and report or escalation potential security incidents.
• Participate in the IT on-call rotation to provide after-hours, weekend, and holiday support as scheduled. Respond to critical incidents in accordance with established service level expectations.
• Maintain a high level of customer satisfaction through professional communication and technical expertise.
• Perform other duties as assigned.

Skills

Windows 10/11

Microsoft 365

Entra ID/Active Directory

Troubleshooting

Customer service

End user support

Education

Associate degree

Job description

DRB Homes is seeking an IT Support Technician II to provide Tier I and II help desk support to end users in Phoenix/Tempe. This role covers desktop, mobile, printers, and collaboration apps, with strong emphasis on customer service and timely issue resolution.

You will handle incidents from intake to resolution, maintain asset inventories, and contribute to knowledge base and security standards while working onsite at Tempe locations.