IT Support Specialist

IT Support Specialist

Delta Dental of Arizona, the state's #1 dental and vision insurance company, is looking for a driven IT Support Specialist who thrives on creating a seamless employee experience by delivering reliable, human-centered technical support across devices, applications, and connectivity.

Reporting to the Director of IT, the IT Support Specialist serves as the first point of contact for day-to-day technical support, delivering high-quality employee experience across hardware, software, mobile devices, and network connectivity. This role owns the full lifecycle of support requestsfrom initial triage through resolutionwhile maintaining accurate ticket tracking, clear communication, and timely escalations when needed.

About You

You're the calm in the tech storm and the friendly face behind the computer. As our go-to IT Support Specialist, you're the first point of contact for everything from stubborn laptops and spotty Wi-Fi to last-minute conference room AV hiccups. You confidently juggle in-person and remote support, whether through email, Microsoft Teams, or a ticketing system, owning each request from triage to resolution with clear communication and meticulous documentation. Windows, macOS, iPads, iPhones? You've got them covered. You troubleshoot hardware, software, VPNs, O365 apps, and basic network gremlins like DNS and DHCP without breaking a sweat. You manage account provisioning, password resets, onboarding and offboarding setups, and keep inventory and standard images up to date. You're just as comfortable partnering with vendors on systems like Salesforce as you are training employees on new tools. Above all, you bring a human-centered mindsettranslating tech speak into plain English, spotting opportunities to improve processes, and delivering an employee experience that's seamless, proactive, and maybe even a little delightful.

Essential Duties

• Provide in-person and remote technical support via email, Microsoft Teams, and ticketing systems
• Set up, configure, and troubleshoot end-user devices (Windows, macOS, iPads, iPhones)
• Resolve hardware, software, connectivity, and application issues
• Act as the on-site IT point of contact for network connectivity, AV systems, and equipment testing
• Support O365 applications such as Outlook, Microsoft Teams, and Microsoft Office desktop applications
• Manage IT inventory and equipment lifecycle tasks
• Create desktop standard images and keep up to date with latest applications and patches
• Partner with our shared services vendor who manages and supports Salesforce, Claims, Core Administrative Systems, Portals for issues related to access, account setup, etc
• Identify opportunities to improve processes, tools, and the overall employee experience
• Participate in project-based initiatives to enhance IT systems
• Train and support employees on new applications, hardware, and IT best practices
• Perform Directory account management: password resets, account creation and modification, security group assignments
• Document all incidents, resolutions, and workarounds in the ticketing system with accurate detail
• Create and maintain knowledge base articles and standard operating procedures for recurring issues
• Support employee onboarding and offboarding IT tasks: workstation setup, account provisioning, access deprovisioning, and equipment recovery
• Monitor ticket queues and meet defined response and resolution time targets
• Perform basic network troubleshooting: Wi-Fi, LAN connectivity, DNS, DHCP, and printer connectivity
• Other duties as assigned

Requirements

• Minimum 2 years of Technical Support experience troubleshooting Windows systems, Active Directory, and MacOS
• Critical thinking and proactive problem-solving to handle multiple issues of varying complexities and priorities at once. Time management and excellent computer skills are a must
• Customer-centric mindset with a bias to action through a calculated remediation steps and excellent communications
• Experience supporting remote users and VPN connectivity
• A human-centric approach to your work. You want to be a resource for employees, to help answer questions they have while in the office
• Familiarity with AV systems and conference room technology
• Exceptional verbal and written communication skills with an emphasis on being clear, concise, and friendly
• You have a history of expanding your knowledge via technical training (self-taught and/or formal) and certification
• Experience using IT ticketing systems
• Ability to explain technical concepts to non-technical users in a clear, patient manner
• Associate degree in Information Technology, or equivalent work experience

This is an in-office role with a starting pay range of $42,300 - $58,000, depending on factors such as years of experience.

About Us

Delta Dental of Arizona's vision is simple: healthier lives for everyone. That's why we've made it our mission to create a path to better health and wellness. We're transforming from a single line insurance company to a multi-line health and wellness organization with a foundation that has awarded millions in grants to non-profits who care for our most vulnerable residents by offering dignity and hope.

Our employees enjoy competitive compensation and comprehensive benefits, including medical, dental, vision, 401(k), student loan assistance, six weeks of paid parental leave, volunteer PTO, and a culture that embraces collaboration, service, integrity, and inclusion. At about 150 employees, we cultivate a work community where all employees are known by name, and everyone's contributions are visible, noticed, and celebrated.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.