Tier II IT Support Specialist — Onsite

Priority Dispatch Corp.; Phoenix (AZ); On-site; USD 55,000 - 75,000; 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 environment at our Phoenix, AZ site.

You will troubleshoot hardware, software, connectivity, and access issues, and prioritize incidents independently while collaborating with escalation partners. The role requires strong communication and precise documentation in the ITSM system, adherence to SLA targets, and participation in on-call rotations.

Qualifications

• Must hold an A+ or Network+ certification.
• Experience supporting Windows environments and standard office software.

Responsibilities

• Provide Tier I and Tier II technical support for hardware, software, connectivity, access, and general technology issues.
• Troubleshoot and resolve incidents promptly and document steps in ITSM system.
• Maintain clear communication with customers and escalation partners throughout the lifecycle of an issue.
• Meet SLA targets for response, resolution, and ticket ownership.
• Assist with IT projects, deployments, and procurement activities as needed.
• Participate in on-call rotation to support after-hours incidents and critical needs.
• Document troubleshooting steps and resolution notes accurately for future reference.

Skills

Time management & prioritization

Multi-tasking

Independent work

Communication

Documentation

On-call support

Vendor coordination

Education

A+ Certification

Network+ Certification

Tools

ServiceNow

Windows OS

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 environment at our Phoenix, AZ site.

You will troubleshoot hardware, software, connectivity, and access issues, and prioritize incidents independently while collaborating with escalation partners. The role requires strong communication and precise documentation in the ITSM system, adherence to SLA targets, and participation in on-call rotations.