IT Support Specialist
ddcdine · Scottsdale ·
- Work mode
- Hybrid
- Employment
- Contract
- Category
- Support
- Experience
- 3+ years
ddcdine · Scottsdale ·
Diné Development Corporation (DDC) is seeking a skilled and customer-focused Information Technology Support Specialist to join the DDC Information Technology team. This position provides front-line technical support for end users across DDC’s geographically dispersed offices supporting both remote and in-person technology needs in a professional, timely, and service-oriented manner. This particular position will provide services to Executive leaders out of the Scottsdale, AZ office and will need to provide excellent Customer Service skills / “White glove service”.
The ideal candidate has strong troubleshooting skills, excellent written and verbal communication abilities, and hands-on experience supporting Microsoft Windows workstations, Microsoft 365 applications, endpoint devices, user accounts, remote support tools, ticketing systems, and standard IT service management processes. This role is responsible for resolving common end-user technology issues, documenting support activity, maintaining accurate asset and knowledge records, and escalating complex issues to higher support tiers when appropriate.
This position supports DDC’s operational, cybersecurity, and compliance objectives by following approved Information Technology policies, processes, procedures, work instructions, and security requirements.
RESPONSIBILITIES:
End-User Technical Support
Provide professional, courteous, and timely technical support to end users both locally and remotely.
Diagnose, troubleshoot, and resolve hardware, software, operating system, connectivity, printer, peripheral, and general workstation issues.
Determine the source and nature of computer malfunctions using approved diagnostic tools, application utilities, system logs, and documented troubleshooting procedures.
Install, configure, maintain, and troubleshoot Microsoft Windows workstation operating environments and common business applications.
Support Microsoft 365 applications, including Outlook, Word, Excel, Teams, OneDrive, SharePoint, and other approved cloud-based productivity tools.
Assist users with access, authentication, application functionality, device configuration, and basic network connectivity issues.
Provide clear technical guidance to non-technical users through phone, remote support tools, teleconference, chat, email, and in-person support channels.
Validate resolution with the customer and confirm satisfaction before closing support requests.
Endpoint, Hardware, and Software Support
Order, receive, image, configure, distribute, install, maintain, and support laptops, desktops, monitors, printers, docking stations, mobile devices, simple network devices, and related peripherals.
Adjust, repair, replace, or coordinate replacement of malfunctioning equipment in accordance with approved procedures.
Erase, reimage, reinstall, or reconfigure endpoint operating systems and approved business applications as required.
Install and maintain approved endpoint software, security tools, remote access tools, and business productivity applications.
Identify, isolate, and assist with remediation of suspected malware, virus, endpoint security, or unauthorized software issues using approved tools and escalation procedures.
Maintain endpoint configuration standards in alignment with Information Technology policies, cybersecurity requirements, and operational needs.
Support endpoint lifecycle activities, including provisioning, refresh, reassignment, return, disposal preparation, and asset record updates.
Responsible for maintaining, configuring, and troubleshooting conference room VTC hardware and ensuring stable meeting connections.
Account, Access, and Onboarding Support
Create, modify, disable, or remove user accounts and access in accordance with approved onboarding, transfer, and offboarding procedures.
Support new hire onboarding activities, including account readiness, endpoint preparation, application access, equipment shipment, and user setup assistance.
Support employee termination and offboarding activities, including account disablement, data preservation coordination, equipment recovery, and access removal.
Assist with backup or preservation of corporate user account profiles and user data when required by approved process.
Follow documented access control procedures and escalate requests that require additional authorization, privileged access, or security review.
Support basic troubleshooting for identity, password, multi-factor authentication, remote access, and Microsoft 365 access issues.
Ticketing, Documentation, and Knowledge Management
Record, update, and maintain accurate Service Request and Incident records in the DDC ticketing system.
Document troubleshooting steps, customer communications, resolution actions, escalation activity, and follow-up items.
Provide routine progress updates to customers regarding the status of Service Requests and Incidents.
Escalate specialized issues to cybersecurity, systems, network, application, or vendor support teams in accordance with documented procedures.
Provide warm transfer handoffs to other support tiers when required to preserve customer experience and service continuity.
Author, revise, and update Knowledge articles for recurring issues, known errors, standard fixes, and documented support procedures.
Contribute to the improvement of Knowledge Management practices by ensuring repeated incidents and resolved known errors are captured in the appropriate knowledge repository.
IT Service Management and Process Compliance
Follow all documented DDC Information Technology policies, processes, procedures, standards, and work instructions.
Support ITIL-aligned service management practices, including incident management, service request fulfillment, knowledge management, escalation, asset management, and continual service improvement.
Use approved remote access software, endpoint management tools, ticketing systems, and technical support platforms to deliver consistent and secure support.
Monitor assigned ticket queues and prioritize work based on urgency, impact, service level expectations, and business need.
Identify recurring technology issues and recommend corrective actions, process improvements, automation opportunities, or knowledge updates.
Assist with service desk reporting, operational metrics, ticket trend analysis, and development of standardized reports or reporting procedures.
Participate in team meetings, service reviews, process improvement discussions, and technology support planning activities.
Asset, Inventory, and Configuration Support
Update and maintain accurate asset inventory records for assigned laptops, desktops, peripherals, mobile devices, and related equipment.
Track asset assignment, location, ownership, status, lifecycle stage, and return or disposal activity.
Support hardware and software inventory validation activities.
Assist with configuration management activities by ensuring endpoint and user support records are complete, accurate, and current.
Coordinate with procurement, finance, security, facilities, and other internal teams as needed for equipment ordering, receipt, shipment, return, and replacement.
Cybersecurity and Compliance Support
Support DDC cybersecurity and compliance objectives by following approved security procedures and reporting suspected cybersecurity events.
Assist with endpoint security hygiene, including validation of approved security software, operating system patch readiness, encryption status, and configuration compliance where assigned.
Use approved tools and procedures when supporting remote access, endpoint troubleshooting, user identity, and data handling activities.
Handle corporate data, user information, and company systems in accordance with applicable DDC information security, privacy, access control, and acceptable use requirements.
Support environments where cybersecurity standards such as NIST SP 800-171, CMMC, ISO 20000, ISO 27001, or similar frameworks may be enforced.
Escalate suspected security incidents, unauthorized access concerns, malware events, data loss concerns, or policy violations to the appropriate support or cybersecurity team.
Customer Service and Communication
Interact professionally with a diverse customer base, including end users, system integrators, network administrators, cybersecurity staff, operational teams, vendors, and business stakeholders.
Communicate technical concepts and procedures clearly and concisely to non-technical users.
Maintain a professional, service-oriented, and project-aware approach when supporting business users and internal IT customers.
Organize assigned work, set priorities, meet deadlines, and follow through on assigned support tasks.
Use initiative and independent judgment within established guidelines and procedures.
Ensure each assigned task is completed fully, including documentation, validation, customer communication, and ticket closure.
Other duties as assigned
QUALIFICATIONS:
PREFERRED QUALIFICATIONS AND SKILLS:
Help desk, service desk, desktop support, field support, or technical support experience in a multi-site organization.
Experience in an environment where cybersecurity or compliance standards such as NIST SP 800-171, CMMC, ISO 20000, ISO 27001, or similar frameworks are enforced.
Experience with ITIL-aligned processes, including incident management, service request fulfillment, escalation, knowledge management, asset management, and continual service improvement.
Experience with ServiceNow, Microsoft Project, or similar ticketing, project, or work management platforms.
Experience supporting Microsoft Entra ID, Active Directory, group membership, account lifecycle activities, MFA, password resets, and access troubleshooting.
Experience with endpoint management tools such as Microsoft Intune, Microsoft Endpoint Configuration Manager, or equivalent platforms.
Experience with endpoint security tools, vulnerability remediation support, or endpoint compliance validation.
Experience creating and maintaining knowledge articles, support documentation, job aids, and standard operating procedures.
Experience developing service desk reports, ticket trend analysis, customer satisfaction reporting, or operational metrics.
Experience supporting remote users, distributed offices, and hybrid work environments.
Network, endpoint, systems administration, or solution design exposure is a plus.
Help Desk Institute Support Center Analyst Certification, CompTIA A+, Network+, Security+ CE, Microsoft certifications, HDI certifications, ITIL Foundation, CISSP, or similar certifications are preferred.
Ability to obtain or maintain required customer, company, or government access eligibility, if applicable.
WORK ENVIRONMENT:
Schedule
This position requires full-time work, generally 40 hours per week.
Work schedules may vary based on business needs, service desk coverage requirements, project activity, incident response, or operational priorities.
Occasional non-standard, extended, evening, weekend, or on-call work may be required based on business or technical support needs.
Conditions
Work generally occurs in a normal office, remote office, or hybrid support environment.
The position may require prolonged periods of sitting or standing and using a computer.
The position may require local and remote support of users across multiple DDC locations.
Occasional lifting, carrying, moving, or shipping of computer equipment, monitors, printers, peripherals, and related hardware may be required.
Occasional lifting of up to 25 lbs. may be required.
The position requires regular use of approved remote support tools, ticketing systems, collaboration platforms, endpoint management tools, and Microsoft 365 applications.
Travel
Limited travel may be required to support DDC offices, business operations, equipment deployment, user support, or project needs.