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Tech Stack
Tools & technologiesAzureCitrixLinuxMacOS
About the role
Key responsibilities & impact- Provide day-to-day IT technical support to employees across the DriveTime family of companies
- Provide remote technical support for computers, networks, printers, peripherals, and related issues
- Troubleshoot, diagnose, and correct technical problems
- Manage IT service incidents and requests while documenting issues and solutions
- Answer inbound service desk calls, document issues, troubleshoot in real time, and route or escalate requests
- Prioritize and research issues to ensure timely resolution and minimize operational disruption
- Set up, install, and configure IT equipment remotely
- Triage, evaluate, and prioritize assigned support tickets
- Collaborate with IT teams on escalations and problem resolution
- Monitor issues to protect data integrity and prevent unauthorized access or breaches
- Identify security vulnerabilities and documentation gaps
- Conduct regular software and access audits
- Provide technical feedback and report concerns to leadership
- Document data points to identify training gaps
- Guide end users on software, hardware, and IT best practices
Requirements
What you’ll need- Bachelor’s degree in Information Technology, Computer Science, or a related field preferred; or equivalent work experience and professional certifications
- 3+ years of IT Service Desk experience
- Strong knowledge of network management, troubleshooting, and configuration
- Familiarity with IT infrastructure components, computer networking principles, and device management platforms
- Knowledge and experience with Azure Active Directory
- Proficiency in software troubleshooting and configuration across various platforms
- Proficiency with Windows, macOS, and Linux operating systems
- Proficiency in Microsoft Office 365 applications, including Teams, Outlook, Word, and Excel
- Experience with Duo or another two-factor authentication tool
- Experience with Okta or another identity management solution
- Experience supporting a Citrix environment and Thin Clients
- Availability for a rotation of one Saturday every month
- Ability to work remotely from the Phoenix, AZ or Dallas, TX areas
- Certifications such as CompTIA A+, Network+, Security+, CCNA/CCDA, or MCSA are nice to have
- Experience writing technical documentation is nice to have
- Experience with Genesys or another phone system is nice to have
- VPN service experience is nice to have
- Remote access software experience is nice to have
- Must not require current or future sponsorship; temporary visa holders are not eligible
- Successful completion of background and drug screening required
Benefits
Comp & perks- Medical, dental, and vision insurance with employer-paid premiums
- 401(k)
- Company-paid life insurance
- Short- and long-term disability coverage
- Professional growth and promotion opportunities
- Tuition reimbursement
- Wellness program with self-guided coaching, journeys, cash incentives, and medical-premium discounts
- In-house gym
- Employee celebrations and social activities
- Smart-casual dress code
- Paid time off, including wellness days, holidays, and personal time for full-time roles
- Vacation time for part-time employees