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IT Support Specialist

Position Overview

The IT Support Technician provides comprehensive technical support across all offices while identifying opportunities to improve support processes through AI tools. This role maintains day-to-day IT operations while developing innovative solutions for common support scenarios. Reports to the IT Manager.

This is an in-office position located in Scottsdale, AZ.

Key Responsibilities

Technical Support

Deliver prompt, effective IT support through company ticketing systems and support platforms
Troubleshoot hardware and software issues, escalating complex problems when necessary
Execute IT onboarding and offboarding procedures, ensuring proper system access management
Set up, provision, and track equipment for new and existing technologies

Process Improvement

Document common support scenarios and implement AI-powered solutions to streamline workflows using internal AI tools and in concert with our development teams
Create and maintain clear documentation for support processes and IT implementations
Evaluate and establish support metrics and optimize processes for maximum efficiency
Serve as a technical resource for AI tool implementation within the IT department

Systems Administration

Manage user accounts across multiple platforms including Google Cloud Identity
Administer ticketing and workflow systems for IT support operations
Support CRM (Salesforce) and communication platforms
Maintain endpoint management solutions and cloud productivity suites

Qualifications

Required Skills

Strong technical troubleshooting abilities with hardware and software systems
Experience with IT support processes and ticketing systems
Excellent documentation and communication skills
Self-motivated with ability to manage priorities independently
Customer service orientation with professional demeanor

Preferred Experience

2+ years in IT support or related technical role
Google Workspace administration experience preferred
Salesforce experience preferred
Familiarity and passion for automation tools and AI implementation
Basic scripting or programming knowledge preferred (Python, JavaScript, etc.)
IT certifications or equivalent experience (A+, Network+, etc.)

Performance Expectations

Respond to support issues within established SLAs and resolve within 24 hours
Implement process improvements that measurably reduce support workload
Participate in weekly IT team meetings and regular 1-on-1s with IT Manager
Maintain comprehensive documentation of support processes
Track and report on solution effectiveness and time savings

Compensation: 65K/year

Benefits

Eligibility: Benefits begin the 1st of the month after 60 days of employment.
Company-Paid Benefits: Basic Life Insurance and Long-Term Disability.
Optional Benefits: Various medical, dental, vision, and disability insurance options through Anthem BCBS, as well as Short-Term Disability, Critical Illness, Accident Insurance, Flexible/Dependent Care Spending, Health Savings Accounts, and Pet Insurance.
401K: Available after 6 months of employment with a company match and vesting schedule.
Paid Time Off (PTO): Varies for Non-Managers and Managers, along with paid sick time, bereavement leave, and paid company holidays.
Floating Holidays: We offer two additional floating Holidays

Additional Position Details

Work Location: In Office
Standard Operating Hours: 8:30-5:00pm PST
Equipment: The company does not provide equipment for this role. However, we utilize Venn, a secure technology solution that creates a protected workspace on your personal device. This allows you to safely use your own computer for work, ensuring company data remains secure while keeping your personal information completely private and separate.
Employment Type: Full Time
Important Requirement: Information Security & IRS Compliance

As an accounting firm, we must adhere to strict federal data security guidelines associated with IRS Publication 4557. To ensure we remain in compliance, we have implemented a mandatory security verification process that must be completed on your first day

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