Tech Support Specialist II

Bashas'•Chandler, AZ

10h

About The Position

Are you a problem‑solver who enjoys helping people, troubleshooting technology, and delivering exceptional customer support? As a Technical Support Specialist II, you’ll serve as a key resource for employees experiencing technical issues, providing expert-level assistance for desktops, laptops, software, network connectivity, and system operations. In this role, you'll act as a point of contact for incoming support requests, diagnose issues, escalate when needed, and ensure employees receive prompt, accurate, and professional service. You’ll also support help desk operations, maintain documentation, monitor system performance, and contribute to the development of IT support procedures. If you’re a customer-focused technical professional with strong multitasking skills and a passion for helping others, this is a great opportunity to grow your IT career while supporting mission‑critical operations.

Requirements

BA/BS in Computer Science or related field, or an equivalent combination of education and experience.
Minimum of 2 years of technical support experience involving analytical or system support functions.
Proficiency with help desk tools and common office software (spreadsheets, databases, presentations, word processing).
Understanding of networking concepts and general IT system operations.
Strong organizational skills with the ability to prioritize, multitask, and meet deadlines.
Excellent customer service skills with strong accuracy and attention to detail.
Ability to follow written and verbal instructions.
Capable of working independently or as part of a team.
Strong communication and interpersonal skills with the ability to build effective working relationships.

Responsibilities

Serve as a point of contact for employees seeking technical assistance via phone, email, or instant message.
Diagnose, troubleshoot, and resolve hardware, software, and network issues, or escalate to the appropriate IT teams when necessary.
Provide accurate information on IT products, services, and system functionality.
Determine the best solution based on issue details and customer needs.
Identify and escalate urgent or high‑impact situations to ensure prompt resolution.
Follow established help desk procedures and workflows.
Provide regular case status updates to end‑users and management.
Notify management of recurring issues and potential systemic problems.
Maintain strong working relationships with users across departments.
Develop, document, and implement Standard Operating Procedures (SOPs) and customer service guidelines for IT support.
Monitor system operating errors and respond to ensure accurate processing and recording.
Administer help desk software and maintain records of issues and resolutions.
Log system events and create shift reports to support team transitions and continuity.
Stay current on system updates, technology changes, and new tools.