Onsite Tier II IT Support Specialist

Priority Dispatch Corp.; Phoenix (AZ); On-site; USD 60,000 - 80,000; Full time

Job summary

Priority Dispatch Corp. is seeking an IT Support Specialist Tier II to provide advanced service desk support in a high-volume IT environment. This onsite role requires independent work, strong prioritization, clear documentation, and effective communication with customers, teammates, and escalation partners.

You will handle Tier I/II issues, assist with deployments and procurement, participate in an on-call rotation, and ensure SLAs are met while maintaining accurate asset records and ITSM notes.

Qualifications

• A+ or Network+ certification is preferred or required.
• Advanced knowledge of Windows environments.
• Proficiency with MS Office and ITSM tools.

Responsibilities

• Provide Tier I and II technical support for hardware, software, connectivity, access, and general issues.
• Assess, prioritize, troubleshoot, and resolve incidents in a timely manner.
• Communicate clearly with customers, team members, leadership, vendors, and escalation partners.
• Meet SLAs for response, resolution, and ticket ownership; document thoroughly in the ITSM system.
• Monitor queues, provide status updates, and escalate as needed to ensure proper resolution.
• Support IT projects, deployments, and procurement activities; participate in on-call rotation.
• Maintain relationships with internal teams, vendors, and IT partners; share knowledge and documentation.
• Adhere to policies and service standards; perform other duties as assigned.
• Install, configure, deploy, recover, and maintain end-user technology with accurate asset records.

Skills

Time management

Prioritization

Communication

Interpersonal skills

Problem solving

Education

A+ Certification

Network+ Certification

Tools

ServiceNow

MS Office

Job description

Priority Dispatch Corp. is seeking an IT Support Specialist Tier II to provide advanced service desk support in a high-volume IT environment. This onsite role requires independent work, strong prioritization, clear documentation, and effective communication with customers, teammates, and escalation partners.

You will handle Tier I/II issues, assist with deployments and procurement, participate in an on-call rotation, and ensure SLAs are met while maintaining accurate asset records and ITSM notes.