"Alerted.org

Job Title: IT Support Specialist - Tier 2

Compensation: Dependent on Experience

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+

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