IT Support Specialist

Information Technology Support Specialist

Diné Development Corporation (DDC) is seeking a skilled and customer-focused Information Technology Support Specialist to join the DDC Information Technology team. This position provides front-line technical support for end users across DDC's geographically dispersed offices supporting both remote and in-person technology needs in a professional, timely, and service-oriented manner. This particular position will provide services to Executive leaders out of the Scottsdale, AZ office and will need to provide excellent Customer Service skills / "White glove service".

The ideal candidate has strong troubleshooting skills, excellent written and verbal communication abilities, and hands-on experience supporting Microsoft Windows workstations, Microsoft 365 applications, endpoint devices, user accounts, remote support tools, ticketing systems, and standard IT service management processes. This role is responsible for resolving common end-user technology issues, documenting support activity, maintaining accurate asset and knowledge records, and escalating complex issues to higher support tiers when appropriate.

This position supports DDC's operational, cybersecurity, and compliance objectives by following approved Information Technology policies, processes, procedures, work instructions, and security requirements.

Responsibilities

• Provide professional, courteous, and timely technical support to end users both locally and remotely.
• Diagnose, troubleshoot, and resolve hardware, software, operating system, connectivity, printer, peripheral, and general workstation issues.
• Determine the source and nature of computer malfunctions using approved diagnostic tools, application utilities, system logs, and documented troubleshooting procedures.
• Install, configure, maintain, and troubleshoot Microsoft Windows workstation operating environments and common business applications.
• Support Microsoft 365 applications, including Outlook, Word, Excel, Teams, OneDrive, SharePoint, and other approved cloud-based productivity tools.
• Assist users with access, authentication, application functionality, device configuration, and basic network connectivity issues.
• Provide clear technical guidance to non-technical users through phone, remote support tools, teleconference, chat, email, and in-person support channels.
• Validate resolution with the customer and confirm satisfaction before closing support requests.
• Order, receive, image, configure, distribute, install, maintain, and support laptops, desktops, monitors, printers, docking stations, mobile devices, simple network devices, and related peripherals.
• Adjust, repair, replace, or coordinate replacement of malfunctioning equipment in accordance with approved procedures.
• Erase, reimage, reinstall, or reconfigure endpoint operating systems and approved business applications as required.
• Install and maintain approved endpoint software, security tools, remote access tools, and business productivity applications.
• Identify, isolate, and assist with remediation of suspected malware, virus, endpoint security, or unauthorized software issues using approved tools and escalation procedures.
• Maintain endpoint configuration standards in alignment with Information Technology policies, cybersecurity requirements, and operational needs.
• Support endpoint lifecycle activities, including provisioning, refresh, reassignment, return, disposal preparation, and asset record updates.
• Responsible for maintaining, configuring, and troubleshooting conference room VTC hardware and ensuring stable meeting connections.
• Create, modify, disable, or remove user accounts and access in accordance with approved onboarding, transfer, and offboarding procedures.
• Support new hire onboarding activities, including account readiness, endpoint preparation, application access, equipment shipment, and user setup assistance.
• Support employee termination and offboarding activities, including account disablement, data preservation coordination, equipment recovery, and access removal.
• Assist with backup or preservation of corporate user account profiles and user data when required by approved process.
• Follow documented access control procedures and escalate requests that require additional authorization, privileged access, or security review.
• Support basic troubleshooting for identity, password, multi-factor authentication, remote access, and Microsoft 365 access issues.
• Record, update, and maintain accurate Service Request and Incident records in the DDC ticketing system.
• Document troubleshooting steps, customer communications, resolution actions, escalation activity, and follow-up items.
• Provide routine progress updates to customers regarding the status of Service Requests and Incidents.
• Escalate specialized issues to cybersecurity, systems, network, application, or vendor support teams in accordance with documented procedures.
• Provide warm transfer handoffs to other support tiers when required to preserve customer experience and service continuity.
• Author, revise, and update Knowledge articles for recurring issues, known errors, standard fixes, and documented support procedures.
• Contribute to the improvement of Knowledge Management practices by ensuring repeated incidents and resolved known errors are captured in the appropriate knowledge repository.
• Follow all documented DDC Information Technology policies, processes, procedures, standards, and work instructions.
• Support ITIL-aligned service management practices, including incident management, service request fulfillment, knowledge management, escalation, asset management, and continual service improvement.
• Use approved remote access software, endpoint management tools, ticketing systems, and technical support platforms to deliver consistent and secure support.
• Monitor assigned ticket queues and prioritize work based on urgency, impact, service level expectations, and business need.
• Identify recurring technology issues and recommend corrective actions, process improvements, automation opportunities, or knowledge updates.
• Assist with service desk reporting, operational metrics, ticket trend analysis, and development of standardized reports or reporting procedures.
• Participate in team meetings, service reviews, process improvement discussions, and technology support planning activities.
• Update and maintain accurate asset inventory records for assigned laptops, desktops, peripherals, mobile devices, and related equipment.
• Track asset assignment, location, ownership, status, lifecycle stage, and return or disposal activity.
• Support hardware and software inventory validation activities.
• Assist with configuration management activities by ensuring endpoint and user support records are complete, accurate, and current.
• Coordinate with procurement, finance, security, facilities, and other internal teams as needed for equipment ordering, receipt, shipment, return, and replacement.
• Support DDC cybersecurity and compliance objectives by following approved security procedures and reporting suspected cybersecurity events.
• Assist with endpoint security hygiene, including validation of approved security software, operating system patch readiness, encryption status, and configuration compliance where assigned.
• Use approved tools and procedures when supporting remote access, endpoint troubleshooting, user identity, and data handling activities.
• Handle corporate data, user information, and company systems in accordance with applicable DDC information security, privacy, access control, and acceptable use requirements.
• Support environments where cybersecurity standards such as NIST SP 800-171, CMMC, ISO 20000, ISO 27001, or similar frameworks may be enforced.
• Escalate suspected security incidents, unauthorized access concerns, malware events, data loss concerns, or policy violations to the appropriate support or cybersecurity team.
• Interact professionally with a diverse customer base, including end users, system integrators, network administrators, cybersecurity staff, operational teams, vendors, and business stakeholders.
• Communicate technical concepts and procedures clearly and concisely to non-technical users.
• Maintain a professional, service-oriented, and project-aware approach when supporting business users and internal IT customers.
• Organize assigned work, set priorities, meet deadlines, and follow through on assigned support tasks.
• Use initiative and independent judgment within established guidelines and procedures.
• Ensure each assigned task is completed fully, including documentation, validation, customer communication, and ticket closure.
• Other duties as assigned

Qualifications

• Bachelor's degree from an accredited college or university, or a minimum of 3 years of relevant information technology support experience.
• Experience providing end-user technical support in a business, enterprise, government contractor, managed services, or similar professional IT environment.
• Strong troubleshooting, analytical, and problem-solving skills.
• Strong written and verbal communication skills, including the ability to explain technical concepts and procedures to non-technical users clearly and effectively.
• Experience supporting Microsoft Windows workstations and Windows-based personal computers.
• Experience supporting Microsoft 365 or Office 365 applications, including Outlook, Word, Excel, Teams, OneDrive, and SharePoint.
• Working knowledge of common workstation components, including operating systems, hardware, software, printers, peripherals, mobile devices, and basic network connectivity.
• Familiarity with endpoint support concepts,