Technical Support Specialist, New inpatient rehabilitation hospital

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

The IT Support Specialist Tier II provides advanced service desk support in a high-volume IT environment, serving as a dependable resource for troubleshooting, communication, and issue resolution. This is an onsite position that requires the ability to work independently, assess and prioritize technical issues, document clear and accurate details in the ITSM system, and communicate effectively with customers, team members, and escalation partners. The position supports day-to-day service desk operations, assigned projects, procurement-related activities, technology deployments, participation in an on-call rotation, and the timely escalation of complex issues to ensure efficient support across the organization.Job Responsibilities:Provide Tier I and Tier II technical support for hardware, software, connectivity, access, and general technology issues.Work independently to assess, prioritize, troubleshoot, and resolve assigned incidents and service requests in a timely manner.Communicate clearly and professionally with customers, team members, leadership, vendors, and other support partners throughout the lifecycle of an issue.Meet established service-level targets for response, resolution, customer communication, documentation quality, and ticket ownership.Monitor assigned work queues, provide timely status updates, and ensure incidents and requests are properly resolved or escalated.Document troubleshooting steps, customer updates, escalation details, and resolution notes accurately in the ITSM system.Identify and escalate complex, urgent, or unresolved issues with the appropriate details to support efficient next-level resolution.Support IT projects, technology deployments, procurement activities, and other service desk initiatives as assigned.Participate in an on-call rotation to support after-hours incidents, escalations, and business-critical needs.Maintain productive working relationships with internal departments, business lines, vendors, and other IT teams.Contribute to team effectiveness by sharing knowledge, assisting peers, and helping maintain clear support documentation.Adhere to department policies, procedures, and service standards while performing other duties as assigned.Install, configure, deploy, recover, and maintain end-user technology while ensuring asset records, inventory details, and assigned equipment are accurately documented throughout the equipment lifecycle.Perform other duties as assigned.Job Qualifications:Strong Time management and Prioritization skillsAbility to meet deadlinesDemonstrate ability to handle multiple and at times competing priorities in a fast-paced environmentAbility to work independently and within a team environment, specifically to problem-solve issues as they ariseStrong communication and interpersonal skillsCapability to productively support Brooks IT staffExcellent verbal and written communication skillsEducation, experience, training, etc.A+ or Network + CertificationAdvanced knowledge of Windows environmentHigh level of proficiency with office technologies and computer application including MS office products and the internetHealth Care experience preferredServiceNow experience preferredOnsite Location: 18500 64th Street, Phoenix, AZ