User Technology Specialist

Job Title: User Technology Specialist

Location: Phoenix, AZ

Duration: Long-Term Contract

Experience: Minimum 2+ Years

Work Arrangement: Onsite / As required by the project

Candidate Requirement: Local candidates in the Phoenix, AZ area only

Job Overview

Envision is seeking an experienced User Technology Specialist to provide frontline technical support to end users in a networked enterprise environment. The ideal candidate will have hands-on experience troubleshooting desktop hardware, software, operating systems, peripherals, network connectivity, and user access issues.

The successful candidate will work closely with end users and technical teams to resolve technical issues, maintain endpoint functionality, support IT operations, and deliver excellent customer service.

Key Responsibilities

• Provide frontline technical support to employees for desktop computers, laptops, mobile devices, printers, and other IT peripherals.
• Diagnose and troubleshoot hardware, software, operating system, and network connectivity issues.
• Install, configure, maintain, and troubleshoot Windows 10/11 operating systems and business applications.
• Manage and resolve IT support requests using ticketing systems such as ServiceNow or RemedyForce.
• Support user account administration, password resets, account unlocks, and security group management using Active Directory.
• Assist with endpoint management activities, including software deployments, system updates, patching, and configuration.
• Utilize tools such as SCCM, Tanium, imaging solutions, and software deployment utilities.
• Troubleshoot VPN and secure remote connectivity issues using Palo Alto GlobalProtect or similar technologies.
• Provide Level 2 technical support for escalated hardware, software, and peripheral-related issues.
• Document troubleshooting steps, issue resolutions, and technical procedures in knowledge base articles.
• Collaborate with infrastructure, network, and other IT teams to resolve complex technical issues.
• Prioritize multiple support requests while maintaining timely resolution and a high level of customer satisfaction.

Required Qualifications

• Minimum 2 years of experience providing IT support in a networked workplace environment.
• Hands-on experience troubleshooting computer hardware, software, peripherals, and connectivity issues.
• Working knowledge of Windows desktop operating systems, particularly Windows 10/11.
• Experience supporting desktop computers, laptops, printers, mobile devices, and standard business applications.
• Understanding of basic networking concepts, including LAN, Wi-Fi, VPN, and connectivity troubleshooting.
• Experience using ticketing or IT service management systems to document and track technical issues.
• Strong troubleshooting, problem-solving, communication, and customer service skills.
• Ability to manage multiple support requests, prioritize tasks, and escalate issues when necessary.