What are the responsibilities and job description for the IT Support Specialist - Tier 2 position at Envita Medical Center?
Job Title: IT Support Specialist - Tier 2
Compensation: Dependent on Experience
Location: North Scottsdale, AZ (Specifically off of Bell Road and the 101)
Schedule: Monday - Friday, 9:00 AM to 5:00 PM, with occasional after hours or weekend support. No work on major holidays
Position Overview:
We are seeking a highly skilled and customer-focused IT Support Specialist - Tier 2 to provide advanced technical support for PC hardware, software, and information systems. In this role, you will assist over 200 employees across multiple locations in Arizona, ensuring smooth day-to-day IT operations while maintaining a strong commitment to customer service.
Key Responsibilities:
- Deliver Tier 1 and Tier 2 desktop support via phone, email, and ticketing system.
- Maintain and follow established IT procedures.
- Track and manage support tickets to ensure timely resolution of technical issues.
- Administer user accounts, permissions, and access control in Windows Active Directory.
- Participate in process improvement initiatives.
- Communicate effectively with staff, management, and IT colleagues.
- Document, log, and escalate technical issues using our ticketing system.
- Prioritize workload and ensure adherence to IT best practices.
- Provide subject matter expertise and analytical support to enhance IT processes.
- Identify, research, and resolve technical issues efficiently.
Required Qualifications:
- Strong ability to follow IT protocols and documentation.
- Excellent teamwork and collaboration skills.
- Previous experience in a helpdesk role with outstanding customer service.
- 3 years of Microsoft Office 365 administration experience.
- 3 years of Tier 2 desktop support experience.
- 3 years of Windows 10/11 troubleshooting expertise.
- 3 years of experience managing Windows Server Active Directory (password resets, account creation, group policy changes, etc.).
- Experience supporting VOIP phone systems.
- Basic understanding of networking concepts, including TCP/IP, DNS, and DHCP.
- Strong problem-solving skills with the ability to diagnose and resolve technical issues.
- Excellent attention to detail for documenting service tickets.
- Strong organizational and time management skills.
- Exceptional customer service and communication abilities.
- Ability to multitask in a fast-paced environment.
- A team-player mindset, always willing to assist colleagues.
- High standards of moral and ethical conduct.
- Ability to life up to 50 lbs as needed.
Preferred Qualifications:
- Strong documentation skills.
- Experience with automated deployment of Dell laptops/desktops.
- Industry certifications such as A , Network , or Security
