IT Support Technician I

Universal Technical Institute • Phoenix, AZ

7d • $57,000 - $76,000 • Remote

About The Position

Overview The Support Technician I is responsible for customer-centric support of regionally grouped campuses by installing, maintaining, and troubleshooting IT equipment such as workstations, laptops, printers, phones, and basic network/server issues. They serve as the second-level IT support resource and collaborate with cross-functional teams to ensure smooth IT operations. Pay Range: $57,000 - $76,000 What We Offer: Tuition Waiver : Enjoy a tuition waiver after 6 months of employment for you AND your immediate family offered at UTI and Concorde campuses Paid Time Off : Competitive paid time off programs for employees (Vacation, Sick, Flexible) Retirement Matching : 50% match on the first 6% of your contributions after 90 days Paid Parental Leave : 4 weeks of paid leave for both birthing and non-birthing parents to bond with a new baby Competitive Insurance : Health, vision, and dental coverage for you and your dependents Pet Insurance : Competitive coverage for your furry family members through ASPCA Health Plan Enrollment : Eligibility starts first of the month following completing one full month of employment Responsibilities Perform configuration and installation of end user workstations, laptops, printers to include all- in-one shared print devices, and phones Perform remote and on-site analysis, diagnosis, and resolution of workstation, laptop, peripherals, phone, audio/visual equipment and basic network issues Respond to incoming calls, emails, and escalations from the IT Service Desk, ensuring accurate ticket documentation and prompt, effective communication with customers Act or lead on small to medium IT projects as assigned Maintain all assigned campus inventory and documentation Coordinate vendors and third-party support resources as needed Proactively identify and solve problems Coordinate and execute new hire onboarding processes, focusing on hardware deployment and IT education Provide in-person campus support (as needed) Other duties as assigned Qualifications Education / Experience Bachelor’s degree in Information Technology or Computer Science or related field plus three (3) years of related IT experience (required) Minimum three (3) years of related IT support experience (required) Five (5) years of second-level support (preferred) Experience in IT service management aligned with ITIL practices Experience providing remote support Skills Strong communication, reasoning, and computer skills Apply knowledge and skills to complete tasks with minimal supervision Identify straightforward problems and recommend potential solutions Communicate clearly and effectively with peers and stakeholders Demonstrate active listening and empathy in interactions Participate in presentations or facilitate small group discussions Manage multiple tasks in a dynamic environment Use productivity software and collaboration tools with confidence Show initiative and accountability for assigned outcomes Perform routine tasks and seek guidance for new situations Make timely decisions that keep the organization moving forward Apply effective and efficient processes with a focus on continuous improvement Build open and comfortable relationships with diverse groups Learn actively from both successes and failures while solving new problems Abilities Able and willing to: Communicate, think, learn, and reason Use computers and computer systems (including hardware and software) to process transactions, store documents, enter data, or perform assigned tasks Safely ambulate and/or maneuver when on-site at Company locations Demonstrate and utilize active listening, inductive reasoning, information ordering and category flexibility Ability to use good judgment, problem-solving and decision-making skills Ability to maintain confidentiality and manage sensitive information with discretion Ability to work in a fast-paced environment where deadlines are essential and multiple projects are worked simultaneously Ability to gain, understand and apply information and data as it relates essential functions of the position Ability to foster long-term relationships with stakeholders Ability to travel to worksite locations Occasionally (up to 15% of workday) Use fine and large motor skills to operate a motor vehicle Use hearing and sight (both near and far vision) to operate a motor vehicle Work Environment Work is performed indoors in a climate-controlled environment when on site at assigned company location. Employees must be able to safely ambulate when on company premises This position is designated as Remote. Employees must meet minimum technical standards for eligibility and participation Overnight and/or Local travel required (up to 25%)

Requirements

• Bachelor’s degree in Information Technology or Computer Science or related field plus three (3) years of related IT experience (required)
• Minimum three (3) years of related IT support experience (required)
• Strong communication, reasoning, and computer skills
• Apply knowledge and skills to complete tasks with minimal supervision
• Identify straightforward problems and recommend potential solutions
• Communicate clearly and effectively with peers and stakeholders
• Demonstrate active listening and empathy in interactions
• Participate in presentations or facilitate small group discussions
• Manage multiple tasks in a dynamic environment
• Use productivity software and collaboration tools with confidence
• Show initiative and accountability for assigned outcomes
• Perform routine tasks and seek guidance for new situations
• Make timely decisions that keep the organization moving forward
• Apply effective and efficient processes with a focus on continuous improvement
• Build open and comfortable relationships with diverse groups
• Learn actively from both successes and failures while solving new problems
• Able and willing to: Communicate, think, learn, and reason
• Use computers and computer systems (including hardware and software) to process transactions, store documents, enter data, or perform assigned tasks
• Safely ambulate and/or maneuver when on-site at Company locations
• Demonstrate and utilize active listening, inductive reasoning, information ordering and category flexibility
• Ability to use good judgment, problem-solving and decision-making skills
• Ability to maintain confidentiality and manage sensitive information with discretion
• Ability to work in a fast-paced environment where deadlines are essential and multiple projects are worked simultaneously
• Ability to gain, understand and apply information and data as it relates essential functions of the position
• Ability to foster long-term relationships with stakeholders
• Ability to travel to worksite locations Occasionally (up to 15% of workday)
• Use fine and large motor skills to operate a motor vehicle
• Use hearing and sight (both near and far vision) to operate a motor vehicle

Nice To Haves

• Five (5) years of second-level support (preferred)
• Experience in IT service management aligned with ITIL practices
• Experience providing remote support

Responsibilities

• Perform configuration and installation of end user workstations, laptops, printers to include all- in-one shared print devices, and phones
• Perform remote and on-site analysis, diagnosis, and resolution of workstation, laptop, peripherals, phone, audio/visual equipment and basic network issues
• Respond to incoming calls, emails, and escalations from the IT Service Desk, ensuring accurate ticket documentation and prompt, effective communication with customers
• Act or lead on small to medium IT projects as assigned
• Maintain all assigned campus inventory and documentation
• Coordinate vendors and third-party support resources as needed
• Proactively identify and solve problems
• Coordinate and execute new hire onboarding processes, focusing on hardware deployment and IT education
• Provide in-person campus support (as needed)
• Other duties as assigned

Benefits

• Tuition Waiver : Enjoy a tuition waiver after 6 months of employment for you AND your immediate family offered at UTI and Concorde campuses
• Paid Time Off : Competitive paid time off programs for employees (Vacation, Sick, Flexible)
• Retirement Matching : 50% match on the first 6% of your contributions after 90 days
• Paid Parental Leave : 4 weeks of paid leave for both birthing and non-birthing parents to bond with a new baby
• Competitive Insurance : Health, vision, and dental coverage for you and your dependents
• Pet Insurance : Competitive coverage for your furry family members through ASPCA
• Health Plan Enrollment : Eligibility starts first of the month following completing one full month of employment

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 101-250 employees