Job Title: IT User Technology Specialist
Location: Phoenix, AZ (Onsite)
Duration: Long Term Position
Description:
100% Onsite
Water Services Department has a vacancy for a User Technology Specialist (UTS). This position has the following essential functions:
Location: On-site
1. User Onboarding & Access Setup
o Create and configure new user accounts in Active Directory (AD), email, and other enterprise systems.
o Set up user profiles, permissions, and security groups according to role-based access policies.
o Provision hardware and software for new employees, including desktops, laptops, and mobile devices.
o Conduct initial orientation on IT policies, tools, and system access
2. Active Directory & User Group Management
o Maintain and update groups, and organizational units in AD.
o Assign and adjust group memberships for access to applications, file shares, and network resources.
o Apply security standards and ensure compliance with organizational IT policies.
3. Ticket Management & Initial Triage
o Monitor and respond to incoming support tickets through the IT service desk system.
o Perform first-line troubleshooting for desktops, laptops, printers, mobile devices, and Office 365 tools.
o Escalate complex or unresolved issues to higher-tier support teams with detailed documentation.
o Track ticket progress to ensure timely resolution and customer satisfaction.
4. Technical Support & Troubleshooting
o Diagnose and resolve common issues related to user login, connectivity, and software errors.
o Assist with printer setup, basic networking, and mobile device configuration.
o Support Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint, etc.).
5. Ticket Documentation & Reporting
o Document troubleshooting steps, resolutions, and user interactions in the ticketing system.
o Develop and maintain process documents
o Maintain accurate records of recurring issues to support trend analysis and process improvements.
o Provide feedback to IT leadership on ticket volume, patterns, and areas requiring additional resources.
6. Collaboration & Continuous Improvement
o Work closely with system administrators and higher-level support staff on escalated issues.
o Suggest process improvements for onboarding, access management, and ticket handling.
o Stay current with updates to operating systems, productivity tools, and IT security best practices.
7. Desktop & Laptop Support
o Diagnose and resolve hardware and software issues on desktops and laptops.
o 7.Perform routine maintenance, updates, and patching. 8.Configure, image, install, update and/or load operating system and applications.
8. Network Connectivity
o Troubleshoot wired and wireless network connection issues for end-users.
o Set up and troubleshoot printers, scanners, webcams, and other peripherals.
o Manage docking stations, monitors, keyboards, and other user accessories.
o Replace and repair hardware components when necessary.
9. User Support & Customer Service
o Provide clear, courteous, and professional communication with users
o Maintain accurate and timely records of support requests and resolutions
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