Role: User Support/ Administrator
Location: Phoenix, AZ - Local Only Candidates - in person interviews
100% Onsite
Local Only Candidates - Resumes must specify the current location of the candidate, all those who do not state current location will not be considered. - AS A REMINDER - Candidates must be local at time of submission, and available for in person interviews within 1 week of the posting close date. Candidates must also be able to start within 2 weeks of an offer being made.
100% Onsite
This position has the following essential functions:
1. User Onboarding & Access Setup
- Create and configure new user accounts in Active Directory (AD), email, and other enterprise systems.
- Set up user profiles, permissions, and security groups according to role-based access policies.
- Provision hardware and software for new employees, including desktops, laptops, and mobile devices.
- Conduct initial orientation on IT policies, tools, and system access
2. Active Directory & User Group Management
- Maintain and update groups, and organizational units in AD.
- Assign and adjust group memberships for access to applications, file shares, and network resources.
- Apply security standards and ensure compliance with organizational IT policies.
3. Ticket Management & Initial Triage
- Monitor and respond to incoming support tickets through the IT service desk system.
- Perform first-line troubleshooting for desktops, laptops, printers, mobile devices, and Office 365 tools.
- Escalate complex or unresolved issues to higher-tier support teams with detailed documentation.
- Track ticket progress to ensure timely resolution and customer satisfaction.
4. Technical Support & Troubleshooting
- Diagnose and resolve common issues related to user login, connectivity, and software errors.
- Assist with printer setup, basic networking, and mobile device configuration.
- Support Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint, etc.).
5. Ticket Documentation & Reporting
- Document troubleshooting steps, resolutions, and user interactions in the ticketing system.
- Develop and maintain process documents
- Maintain accurate records of recurring issues to support trend analysis and process improvements.
- Provide feedback to IT leadership on ticket volume, patterns, and areas requiring additional resources.
6. Collaboration & Continuous Improvement
- Work closely with system administrators and higher-level support staff on escalated issues.
- Suggest process improvements for onboarding, access management, and ticket handling.
- Stay current with updates to operating systems, productivity tools, and IT security best practices.
7. Desktop & Laptop Support
- Diagnose and resolve hardware and software issues on desktops and laptops.
- Perform routine maintenance, updates, and patching. 8.Configure, image, install, update and/or load operating system and applications.
8. Network Connectivity
- Troubleshoot wired and wireless network connection issues for end-users.
- Set up and troubleshoot printers, scanners, webcams, and other peripherals.
- Manage docking stations, monitors, keyboards, and other user accessories.
- Replace and repair hardware components when necessary.
9. User Support & Customer Service
- Provide clear, courteous, and professional communication with users
- Maintain accurate and timely records of support requests and resolutions
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