IT Operations & Support Specialist

Job Description

Job Description

Description:

Moxie Pest Control | Full-Time | Day Shift | In-Person (Priest & Broadway)

$24.00-$25.00/hour DOE + Full Benefits + Paid Training 

The IT Operations & Support Specialist keeps the Phoenix Contact Center productive, secure, and ready to operate. This role owns the frontline technology experience: resolving employee issues, administering day-to-day access, maintaining reliable workstations and office systems, and creating clear, repeatable processes that reduce preventable support work.

What You Will Own

• Support intake and resolution: Manage support requests through the approved ticketing process, Pronto, and IT email. Acknowledge requests promptly, communicate status clearly, document solutions, and escalate risks or unresolved issues early.
• Employee lifecycle and access: Complete technology onboarding, role changes, and offboarding using approved checklists. Provision and remove access accurately across contact-center, productivity, and operational systems; keep access records audit-ready.
• Contact-center and operational systems: Provide first-line administration and support for Talkdesk, FieldRoutes/PestRoutes, Google Workspace, Pronto, Podium, Power BI displays, and other assigned systems. Maintain user records, basic configurations, and support documentation.
• Hardware, inventory, and endpoint readiness: Maintain an accurate asset inventory; prepare, deploy, recover, and troubleshoot laptops, monitors, headsets, routers, displays, and peripherals. Keep equipment assignments, condition, leases, and release/return forms current.
• Office technology readiness: Ensure workstations, scoreboards, dashboard displays, network equipment, cameras, and access-control technology are operational. Perform daily readiness checks and coordinate timely repair or vendor support when required.
• Documentation and continuous improvement: Maintain current SOPs, knowledge articles, checklists, and asset records. Identify and deliver practical improvements such as automations, standardized workstation setups, clearer intake processes, or security controls.

Core Outcomes & Performance Expectations

Responsive support

• First response within 10 minutes during business hours for normal requests; priority-based resolution and proactive status updates.
• Reliable ticket data, clear communication, minimal avoidable escalations.

Reliable assets & access

• Inventory and user records are accurate assignment and access changes completed within 24 hours when information is complete.
• Successful spot checks; timely onboarding/off boarding; no unmanaged access.

Daily operational readiness

• Critical office systems and dashboards ready by start of day on at least 95% of business days.
• Documented checks, quick recovery, and issues tracked to root cause.

Improvement & documentation

• At least one measurable process, documentation, or automation improvement each month.
• Updated SOPs, reduced recurring issues, or documented time/risk savings.

Key Responsibilities

• Support Operations: Use and improve the IT ticketing workflow; triage incidents by business impact; maintain service updates; build a searchable knowledge base; and coordinate escalations with internal owners or vendors.
• System Administration: Administer assigned user accounts, groups, permissions, licenses, and basic configurations. Follow least-privilege access practices, approved change procedures, and documentation standards.
• Device & Workspace Management: Maintain device lifecycle records from procurement through return; keep standard workstation configurations; support remote and in-office users; and ensure available seats are equipped for new hires.
• Security & Compliance Support: Apply required security controls, participate in access reviews, support cybersecurity awareness activities, promptly report suspected security incidents, and protect employee/customer information.
• Vendor & Facility Coordination: Coordinate with approved vendors for internet, AV/display, phones, cameras, access control, repairs, and office projects. Track requests, scope, and completion; do not authorize unapproved spend.
• Projects & Events: Support approved technology rollouts, office moves, quarterly events, and operational projects. Plan equipment needs, prepare checklists, and leave each project documented and supportable.

Required Qualifications

• 1+ year of hands-on IT support, operations support, contact-center support, or a comparable customer-facing technical role.
• Comfort troubleshooting Windows/macOS workstations, peripherals, browsers, connectivity, user accounts, and SaaS applications.
• Strong written communication, organization, follow-through, and calm judgment when multiple employees need help at once.
• Ability to maintain accurate records, follow documented procedures, handle confidential information, and work in office during scheduled hours.
• Ability to lift and move typical office technology equipment, with or without reasonable accommodation.

Preferred Qualifications

• Experience with Talkdesk or another cloud contact-center platform; FieldRoutes/PestRoutes or field-service software; Google Workspace; endpoint/remote support tools; or basic networking.
• Experience creating SOPs, onboarding checklists, inventory controls, simple automations, or internal training materials.
• Relevant certification or active coursework (for example, Google IT Support, CompTIA A+, Network+, or Security+).

Working Style & Values

• Be Nice - Respond with patience, respect, and clear expectations - especially when an employee is frustrated.
• Be the Solution - Own the next step, investigate thoroughly, and bring options rather than passing along problems.
• Keep Improving - Turn recurring issues into documented fixes, better standards, or simple automations.
• Do the Right Thing - Protect access and data, follow controls, communicate honestly, and escalate risk promptly.

Growth Path

Strong performance can lead to broader ownership of Talkdesk administration, FieldRoutes/PestRoutes support, endpoint and access management, vendor coordination, and business-system process improvement. Advancement is based on sustained reliability, independent resolution of routine work, sound documentation, security discipline, and demonstrated capability with more complex systems.

Role Boundaries

This role provides frontline administration and support. Material system changes, nonstandard access, security exceptions, production data exports, vendor commitments, and unbudgeted purchases require approval from the IT lead or designated owner.

Moxie Pest Control is an Equal Opportunity Employer and participates in E-Verify.