Regional IT Support Specialist – Escalations & Office IT

Ware Malcomb; Phoenix (AZ); On-site; USD 52,000 - 68,000; Full time

Job summary

Ware Malcomb is seeking an IT Support Specialist II to support end users in the Phoenix region and across the assigned offices. The role focuses on troubleshooting, triaging tickets, and serving as a mid-level escalation resource for the IT team.

You will manage the help desk queue, ensure SLA adherence, and collaborate with senior technicians and IT leadership. Occasional travel to multiple offices and after-hours work may be required.

Qualifications

• Bachelor’s degree or equivalent combination of technical training/work experience.
• Minimum of three (3) years of support experience with Windows 10/11, Active Directory, Office 365, MS Office, PC imaging, software updates.
• Experience with AutoCAD, Civil 3D, Revit; Sketchup, Adobe Suite, SharePoint.
• Ability to troubleshoot hardware, software, network, printing and telecom issues.
• Strong communication and documentation skills.

Responsibilities

• Mid-level escalation resource for the helpdesk team.
• Troubleshoot and triage tickets from WM team members onsite and remote.
• Manage help desk system queue to ensure timely response and resolution.
• Elevate issues to senior-level technicians or leadership as needed.
• Support a minimum of 3 offices with over 100 employees total.
• Travel to various work sites and assist with office buildouts or moves.

Skills

IT support

Customer service

Communication

Teamwork

English proficiency

Education

Bachelor’s degree

Tools

AutoCAD

Civil 3D

Revit

SketchUp

Adobe Creative Suite

SharePoint

Job description

Ware Malcomb is seeking an IT Support Specialist II to support end users in the Phoenix region and across the assigned offices. The role focuses on troubleshooting, triaging tickets, and serving as a mid-level escalation resource for the IT team.

You will manage the help desk queue, ensure SLA adherence, and collaborate with senior technicians and IT leadership. Occasional travel to multiple offices and after-hours work may be required.