Information Technology Support Technician

Based in Tempe 5 days a week

Scope:

• Follows established procedures on routine work
• Requires detailed instructions

Your Roles and Responsibilities:

• Maintain the highest quality standards
• Perform physical installation, repair, maintenance, and testing activities with meticulous attention to telecommunications industry standards.
• Execute basic networking services, including cable management, installation of cable trays, and desk organization.
• Manage Installation, Move, Add, and Change (MAC) requests for CPU farms, network gear, and IT assets.
• Provide onsite troubleshooting and AV support for Google Meet equipment in conference rooms.

End-User Support & Service Delivery

• Provide onsite technical support through desk visits, including troubleshooting, installation, and break/fix services for computers and accessories.
• Manage remote support, queue management, and user interactions via ServiceNow, ensuring timely ticket updates.
• Facilitate and coordinate with Google Deskside Support (DSS) and the Equipment Management Team (EMT) to assist users with hardware and software needs.
• Encourage users to leverage standard IT support processes while proactively creating service requests on their behalf to ensure excellent customer service.
• Provide support to remote locations, which may include occasional travel.

Inventory & Asset Management

• Oversee IT and network inventory, maintaining a high level of accuracy within the asset inventory database.
• Manage inventory for "stuff stations" and accessory racks to ensure supplies are consistently available.
• Fulfill inventory requests and coordinate all shipping and receiving logistics.
• Assist in coordinating site access, equipment staging, and related logistical tasks.

Project Coordination & Continuous Improvement

• Coordinate with fellow technicians to facilitate timely installation and maintenance activities.
• Analyze current workflows to identify areas for improvement and recommend scalable solutions.
• Execute additional IT projects within the required scope, as well as special projects outside of standard technical scope upon approval.
• Perform other duties as required; this list is not exhaustive and may evolve based on business needs.

Required Qualifications/Skills:

• Associate's degree (A.A) or equivalent from two-year college or technical school and 0 to 2 years’ related experience and/or training; or equivalent combination of education and experience
• Knowledge of data center and POP infrastructure, including experience or deep understanding of OSP, ISP, interfacility cabling, fiber and copper distribution, AC/DC power systems, environmental controls, and relay rack/cabinet/cage construction.
• Ability to work independently, diagnose problems and take appropriate action with minimal supervision.
• Experience with Google Sheets, workflow and project management applications, and administrative software applications.