Technical Support Analyst

Job Title: Technical Support Analyst (On-Site) 

Location: On-Site, Phoenix, Arizona (near i17 & Peoria) 

Shift Hours (Subject to Change): 6AM-3PM (1-hour lunch). + On-Call Rotation Requirement 

Position Overview: 

We are looking for a motivated and detail-oriented Technical Support Analyst to join our IT team. This role is essential in delivering high-quality support for desktop and laptop issues, Windows OS, Apple iOS, JAMF/MDM, and Office 365 administration. The ideal candidate will have foundational technical skills, excellent customer service, and a strong willingness to learn and grow within a collaborative team environment. This role requires a proactive approach to resolving issues and assists in technical projects while maintaining high standards of communication and collaboration. This role will report to the office of the CIO. 

Key Responsibilities: 

• Technical Support: Provide day-to-day support for desktop and laptop troubleshooting, Windows OS, Apple iOS, iPhone and iPad support, and Office 365 administration. 

• End-User Computing: Assist with managing and troubleshooting end-user computing environments, ensuring user satisfaction and efficient problem resolution. This role is often the first person to diagnose and troubleshoot technical issues. 

• Physical Installs: Independently install technology equipment, including cable runs, computers, monitors, display mounts, projectors, tv’s, and other tangential technology-based equipment. 

• On-Call Rotation: Participate in an on-call rotation to provide after-hours support for critical issues. 

• Off-Hour Responsiveness: Be available for off-hour support as required to address urgent technical problems and system outages. 

• Technical Projects: Assist in technical projects, such as system upgrades and deployments, under the guidance of senior staff. 

• Customer Service: Maintain high levels of customer satisfaction. Be service-minded towards others. 

• Coordination & Collaboration: Work closely with other IT team members, departments, 3rd party vendors, and stakeholders to address and resolve technical issues effectively. 

• Documentation: Create and maintain and develop accurate and comprehensive runbook documentation for processes, configurations, and troubleshooting steps. 

Required Skills & Qualifications: 

• Experience: 1-3 years of experience in a technical support role or similar capacity.  This requirement may be substituted with proven technical proficiency and other customer service experience. 

• Technical Expertise: Basic knowledge of desktop and laptop support, Windows OS, Apple iOS, JAMF/MDM, and Office 365 administration. Must have a willingness to be cross-trained on other tangential enterprise platforms. 

• Active Directory: Familiarity with basic Active Directory tasks, such as user account management and password resets. 

• Communication Skills: Good verbal and written communication skills with the ability to clearly explain technical issues to users. 

• Problem-Solving: Strong problem-solving skills with a keen attention to detail and a methodical approach to troubleshooting. 

• Availability: Must participate in on-call rotation and provide after-hours support as needed. The business often runs 24/7. Published IT Support Hours are 5AM-10PM x7x365. Occasional special projects may be assigned after support hours. 

• Physical Requirements: Must be able to safely lift 50 lbs. independently without assistance. Must be able to sit at a workstation (computer/monitor) for an extended period. Must have reliable transportation and be able to service locations across Arizona (mileage reimbursement program in place). Must be able to crawl under desks, move around in attic spaces, and be physically capable. Must be able to safely use ladders, tools, components, and other specialty equipment for installations and maintenance. 

Benefits: 

• Health, dental, and vision insurance offerings 

• 401(k) plan with company match 

• Paid time off and holidays 

• Company-provided cell phone & service plan 

• Opportunities for professional development, training, and career advancement. 

Compensation: 

This position offers an annual salary in the range of $52,000 - $62,000, based on experience and qualifications. Final compensation will be determined based on the candidate's relevant experience, technical proficiency, and demonstrated skills as assessed through the interview process.