General Summary: The IT Specialist is responsible for diagnosing and resolving problems in response to customer reported incidents; assisting with the development, maintenance, and implementation of IT solutions. Planning and analysis of work processes; researching and reporting trends and patterns of problems; developing training materials and performing information system training sessions JOB RESPONSIBILITIES:Resolve complex issues requiring detailed systems and applications knowledge that have been escalated from Tier I.Track hardware/software assets and ensure documented IT asset management policies are followed.Perform root-cause analysis (problem management) for continuous improvement of service delivery processes.Understanding of networking concepts.Perform workstation maintenance and system upgrades including service packs, patches, hot fixes and security configurations.Monitor performance and ensure system availability and reliability.Work within established configuration and change management policies to ensure awareness, approval and success of changes made to the environment.Ability to analyze business and technical process flows and contribute ideas and recommendations for improvement.Provide Tier 2 technical support to executive-level staff and end-users in a field support capacity.Respond promptly and professionally to technical issues reported by executives and other end-users, both remotely and on-site.Troubleshoot and resolve complex hardware, software, and network problems related to desktops, laptops, mobile devices, printers, and other technology equipment.Advising management on weak points, avenues for improvement, and risks in the company's IT infrastructure.Driving required to specific company locations throughout Arizona.Performs other related duties as assigned or necessary as they relate to the general nature of the position.QUALIFICATIONS:Education – Associate’s Level Degree, or equivalent. Bachelor’s degree preferred.Experience – Five (5) years’ experience in Windows 7/8/10 environment and some experience with Windows Server and Active Directory. One (1) year experience working with help desk or ticketing system software.License or Certifications – Comp TIA Certification, Microsoft Certifications, or other IT industry standard certifications.REGULATORY:Minimum 18 years of age.DPS Level 1 Fingerprint Clearance Card (must possess and maintain throughout employment).Current, valid Arizona Driver’s License and 39-month Motor Vehicle Report and proof of vehicle registration liability insurance to meet insurance requirements, if required. Questions about this position? Contact us at HR@ichd.net.