IT Support Technician II — Service Desk Pro

DRB Homes; Tempe (AZ); On-site; USD 52,000 - 68,000; Full time

Job summary

DRB Homes in Tempe, AZ is seeking an IT Support Technician II to join the Help Desk. In this role you will provide Tier I and II support to end users, manage tickets, and collaborate with Systems Administrators to resolve issues, deploy and troubleshoot hardware and software.

You will support Microsoft 365, Entra ID, Intune and endpoint management, maintain asset inventory, and contribute to knowledge base articles while delivering exceptional customer service and timely resolutions.

Qualifications

• Associate degree in Computer Science, IT or related field, or equivalent.
• 2–4 years enterprise IT support experience.
• Solid knowledge of Windows 10/11, Microsoft 365, AD/Entra ID, networking, printers, and endpoint hardware.

Responsibilities

• Provide Tier I and II end-user support via ticketing, calls, and in-person interactions.
• Own incidents from intake to resolution with clear communication.
• Monitor tickets to ensure timely resolution and SLA adherence.
• Escalate complex issues to Systems Administrators with documentation.
• Deploy and maintain desktops, laptops, printers, mobile devices and related hardware.
• Maintain accurate IT asset inventory
• Support Microsoft 365 apps including Outlook, Teams, OneDrive
• Assist with Entra ID, Active Directory, Intune, and endpoint management
• Develop and maintain knowledge base and procedures
• Assist with system maintenance, software deployments and projects
• Coordinate equipment setup, moves, deployments onsite and remote locations
• Follow IT security standards and report incidents
• Participate in on-call rotation for after-hours support

Skills

Windows 10/11

Microsoft 365

Active Directory/Entra ID

Networking fundamentals

End-user hardware support

Education

Associate degree in Computer Science or IT

Tools

Intune

Entra ID

Microsoft Teams

Printer management

Job description

DRB Homes in Tempe, AZ is seeking an IT Support Technician II to join the Help Desk. In this role you will provide Tier I and II support to end users, manage tickets, and collaborate with Systems Administrators to resolve issues, deploy and troubleshoot hardware and software.

You will support Microsoft 365, Entra ID, Intune and endpoint management, maintain asset inventory, and contribute to knowledge base articles while delivering exceptional customer service and timely resolutions.