System Technician II

Troon; Scottsdale (AZ); On-site; USD 54,000 - 62,000; Full time

Job summary

Troon’s Corporate office in Scottsdale, AZ, is hiring a System Technician II. This role responds to IT support needs, handling a variety of hardware and software solutions. Ideal candidates demonstrate strong communication skills, attention to detail, and a willingness to learn in a dynamic environment.

The position offers a compensation range of $54,000- $62,000, with in-office work and requires shift flexibility due to emergency on-call support duties.

Qualifications

• Excellent written and verbal communication skills.
• Attention to detail.
• Critical thinking skills.

Responsibilities

• Monitor and execute incidents/service requests in the ticketing system.
• Respond to requests for technical assistance via phone.
• Diagnose and document technical issues with software and hardware.
• Resolve complex issues and assist System Technician I.
• Maintain networking-related issues affecting various devices.
• Engage third-party vendors when necessary.
• Advise users on IT-defined best practices.
• Facilitate escalations from System Tech I.
• Provide emergency on call support based on a rotating schedule.

Skills

Communication skills

Attention to detail

Critical thinking

Leadership experience

Training experience

Education

Associate degree in computer science

Tools

Microsoft Operating Systems

Ticketing systems

Job description

Troon’s Corporate office, located in Scottsdale, AZ, is pleased to announce an excellent career opportunity for aSystem Technician II! We are seeking a highly motivated individual who is eager to learn, contribute, and advance their career within a rapidly growing organization. The ideal candidate will bring a strong commitment to professional development and a desire to succeed in a dynamic corporate environment.

Compensation: $54,000- $62,000. In-office position.

Job Summary

The System Technician II plays a pivotal role as a responder to all company-related IT support needs, encompassing a diverse array of IT hardware and software solutions. Our Helpdesk staff captures general information regarding IT concerns, escalations, needs, or issues and takes appropriate actions to resolve them or escalates the ticket as deemed necessary.

Key Responsibilities

• Monitor and Execute incidents/service requests through our in-house ticketing system.
• Respond to requests for technical assistance through phone queues and log case details accordingly in the ticketing system.
• Diagnose and document technical issues with all software and Hardware, including but not limited to workstations and peripherals, USB/Network printers, Point-of-sale systems, VOIP Phones, and Mobile Devices.
• Troubleshoot and diagnose technical issues affecting end users in collaboration with the team, and act as an escalation point for System Technician I in resolving complex issues.
• Maintain and mediate networking-related issues affecting firewalls, switches, access points, and other devices across all supported sites.
• Engage third-party vendors when necessary to resolve POS, ISPs, cameras, GPS, and VoIP outages outside our in-scope services.
• Advise users on IT-defined best practices and communicate company policies.
• Facilitate System Tech I escalations.
• Provide Emergency on Call support for our clients based off rotating schedule.

Qualifications

Required

• Excellent written and verbal communication skills.
• Attention to detail.
• Critical thinking skills.

Preferred

• Leadership experience.
• Training experience.

Knowledge and Skills

Required

• Working knowledge of fundamental operations of relevant software, hardware, and other equipment.
• Ability to efficiently use ticketing systems to document and track all support calls.
• Familiarity with Microsoft Operating Systems and Office Suites.
• Flexibility with schedule, as this position requires shift work.
• Performs other duties as required.

Education Requirements

• Associate degree in computer science or 1-year work experience in related field.

Certificates/Licenses

• ITIL v4
• A+
• Network +
• Security +
• Cisco Certified Network Associate
• MCDST.

Physical Requirements

• Ability to lift 20 lbs.

Environment/Noise

• Fast-paced environment
• Collaborative environment
• Office role
• Mid-high noise due to call center