IT Support Specialist II

Were excited to provide the best education in the best environment to our students!

AMS Impact Group
IT Support Technician II
Reports To: IT Manager
Location: Tempe Arizona Hybrid
Employment Classification: Full-Time
Compensation: $55000$59000 annually

Position Summary

AMS Impact Group (AIG) supports the Academies of Math and Science (AMS) a growing network of high-performing K8 public charter schools committed to providing rigorous STEM-focused education to students in historically underserved communities.

AIG is seeking an experienced Tier 2 IT Support Technician to provide advanced technical support to AIG employees AMS campus staff and the broader network. This position serves as a primary escalation resource for Tier 1 IT technicians resolving complex technical incidents that require deeper troubleshooting expertise and independent problem-solving.

The Tier 2 IT Support Technician will troubleshoot hardware software identity endpoint and network issues; support systems and infrastructure projects; and help maintain reliable secure technology services. This role also provides technical guidance to Tier 1 technicians improves troubleshooting practices and supports consistent IT service delivery across AIG and AMS locations.

The ideal candidate combines strong technical expertise with excellent customer service sound judgment thorough documentation and the ability to manage competing priorities in a fast-paced multi-site environment.

Key Responsibilities

Tier 2 Technical Support & Escalation

• Serve as a primary escalation resource for Tier 1 IT technicians resolving complex incidents and service requests.
• Provide direct technical support to AIG employees AMS campus staff school leaders and authorized users.
• Troubleshoot issues involving Windows ChromeOS iOS Android classroom technology printers phones audiovisual equipment user accounts and access permissions.
• Investigate operating systems application hardware authentication configuration and network connectivity issues to identify root causes and implement lasting solutions.
• Use remote support tools and on-site diagnostic methods to resolve incidents and validate service restoration.
• Manage assigned tickets through resolution including prioritization status updates documentation and escalation when vendor or higher-level engineering support is required.
• Provide Tier 1 technicians with troubleshooting guidance diagnostic strategies and resolution support.
• Identify recurring incidents and recommend solutions to reduce repeat issues and improve service quality.

Systems Identity & Network Support

• Support Microsoft 365 and Google Workspace services including account access multifactor authentication licensing groups shared resources and common client issues within approved administrative permissions.
• Troubleshoot TCP/IP DNS DHCP Wi-Fi switching VLANs printing and basic email-delivery issues.
• Collect logs and diagnostic evidence to investigate complex issues and support escalations.
• Assist with endpoint configuration patching software deployment device imaging security tooling and device lifecycle management.
• Support campus technology systems and integrations while following change-control security and data-protection requirements.
• Follow approved access controls and security practices to help maintain reliable technology environments.

IT Support & Network Operations

• Provide technical support for AIG corporate and administrative technology needs in addition to AMS campus users and systems.
• Maintain technology readiness for staff onboarding classroom instruction assessments campus events and technology deployments.
• Install configure replace and validate computers mobile devices projectors displays phones printers and related peripherals.
• Maintain accurate inventory asset assignments warranties loaner equipment spare stock and disposal records.
• Coordinate with AIG departments campus leadership teachers vendors and central IT resources to minimize downtime.
• Support technology deployments device refreshes network upgrades security initiatives and campus openings.
• Provide support across multiple locations based on organizational needs.

Tier 1 Technical Guidance & Team Collaboration

• Provide technical guidance and knowledge-sharing support to Tier 1 technicians without assuming formal supervisory responsibility.
• Help Tier 1 staff strengthen troubleshooting methods identify root causes and determine when escalation is appropriate.
• Share documented solutions and effective troubleshooting practices to improve consistency across the network.
• Support ticket handoffs and knowledge transfer to ensure timely resolution and clear communication.
• Collaborate with IT leadership to identify training needs and improve service delivery.

Documentation Projects & Continuous Improvement

• Create and maintain knowledge-based articles troubleshooting guides diagrams configuration records and resolution notes.
• Document technical investigations root causes corrective actions and repeatable solutions.
• Recommend process configuration training and equipment improvements based on recurring issues.
• Participate in infrastructure upgrades device refreshes security initiatives and technology projects.
• Follow established IT procedures security standards and change management practices.
• Perform other IT-related duties as assigned.

Required Qualifications

Education & Experience

• Minimum of 2 years of progressively responsible IT support help desk desktop support or field support experience.
• Demonstrated experience resolving escalated hardware software identity access printing and network connectivity issues.
• Hands-on experience supporting Windows and ChromeOS with working knowledge of iOS and Android.
• Working knowledge of Microsoft 365 and Google Workspace administration and end-user support.
• Practical understanding of TCP/IP DNS DHCP Wi-Fi switching VLANs and common troubleshooting tools.
• Experience using an IT service management or ticketing platform and maintaining complete ticket documentation.
• Ability to provide technical guidance to Tier 1 technicians and collaborate on complex incidents.
• Ability to work independently manage competing priorities and support multiple departments and locations.
• Ability to travel locally between AMS and AIG locations when required.
• Ability to perform physical activities associated with deploying installing and moving standard IT equipment.

Knowledge Skills & Abilities

• Strong troubleshooting root-cause analysis and technical problem-solving skills.
• Ability to investigate complex incidents using diagnostic tools logs and structured testing.
• Understanding of endpoint support identity and access troubleshooting productivity platforms and network issues.
• Ability to determine when to resolve an issue independently and when to escalate.
• Strong communication and customer service skills including explaining technical issues to non-technical users.
• Ability to guide Tier 1 technicians and share technical knowledge effectively.
• Strong organization prioritization accountability and follow-through.
• Commitment to confidentiality information security and approved IT procedures.
• Ability to collaborate effectively in a hybrid work environment.

Preferred Qualifications

• Experience supporting technology in a K12 school charter network or multi-site organization.
• Experience supporting corporate or central-office IT functions.
• Experience with endpoint management software deployment device imaging asset management and security platforms.
• Experience supporting printers audiovisual systems VoIP phones classroom displays and testing environments.
• Industry certification such as CompTIA A CompTIA Network Microsoft 365 Certified: Endpoint Administrator Associate Google IT Support Professional Certificate or equivalent.
• Experience developing knowledge-based articles standard operating procedures or technical documentation.
• Experience mentoring Tier 1 technicians or providing technical escalation support.
• Familiarity with IT service management incident prioritization root-cause analysis and continuous improvement.

Core Competencies

• Advanced technical troubleshooting
• Tier 1 technical guidance and knowledge sharing
• Ticket ownership and prioritization
• Customer service and communication
• Security and documentation
• Cross-functional collaboration

Working Conditions

• Full-time hybrid position based in Tempe Arizona.
• Standard schedule includes three days in the office and two days remote coordinated with IT leadership.
• On-site work outside the regular schedule may be required for critical incidents deployments or business needs.
• Regular use of computers diagnostic tools and IT service management platforms.
• Interaction with AIG employees campus staff school leaders Tier 1 technicians vendors and technical teams.
• May require moving and setting up technology equipment and supporting multiple locations.
• Occasional extended hours may be required for technology projects urgent incidents infrastructure changes or campus openings.
• Local travel between AIG and AMS locations may be required.

Physical Requirements

• Ability to sit stand walk bend kneel reach and perform hands-on technical tasks as needed.
• Ability to lift carry and move standard IT equipment and supplies as required by the role.
• Ability to install connect disconnect and relocate computers monitors printers and other technology equipment.
• Ability to work at a computer for extended periods.
• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Benefits

AIG offers a comprehensive benefits package including:

• Medical and dental insurance
• Vision insurance options
• Life and disability coverage
• Retirement contributions
• Paid time off
• Professional development and career growth opportunities

Why Join AMS Impact Group

Join AIG to solve complex technical challenges support Tier 1 technicians and improve technology services across the organization. Help strengthen the systems and support that enable our schools and employees to serve students effectively.

Join us to enjoy rewarding challenges and ongoing opportunities!

Required Experience:

IC