Regional IT Support Specialist II - Escalations & End-User Support

Waremalcomb; Phoenix (AZ); On-site; USD 52,000 - 76,000; Full time

Job summary

Ware Malcomb is seeking an IT Support Specialist II to assist end users in the Phoenix area and regional offices. The role focuses on troubleshooting and triaging tickets, serving as a mid‑level escalation point for various technologies, and maintaining inventories and documentation.

Responsibilities include managing the help desk queue, providing excellent customer service, and collaborating with the IT team during office builds or moves. Local travel to sites is required as needed.

Qualifications

• Analytical, critical and deductive reasoning to troubleshoot user issues.
• Effective communication of technical information to non‑technical audiences.
• Ability to multi‑task, follow processes and work under direction.

Responsibilities

• Escalation resource for the helpdesk team and mid‑level escalation point for technologies.
• Support end users in local Phoenix office and regional offices; travel to sites as needed.
• Manage help desk queue and ensure timely response and resolution within SLA.
• Assist IT team with builds, expansions or moves and coordinate with regional reps.

Skills

Analytical thinking

Communication

Multitasking

English proficiency

Education

Bachelor’s degree or equivalent

Tools

AutoCAD

Civil 3D

Revit

SketchUp

Adobe Suite

SharePoint

Windows 10/11

Active Directory

Office 365

MS Office

VPN

Zoom

Job description

Ware Malcomb is seeking an IT Support Specialist II to assist end users in the Phoenix area and regional offices. The role focuses on troubleshooting and triaging tickets, serving as a mid‑level escalation point for various technologies, and maintaining inventories and documentation.

Responsibilities include managing the help desk queue, providing excellent customer service, and collaborating with the IT team during office builds or moves. Local travel to sites is required as needed.