IT Support Specialist II

Job Description DriveTime Family of Brands is the largest privately owned used car sales finance & servicing company in the nation. Headquartered in Tempe, Arizona and Dallas, Texas, we create opportunities and improve the lives of our customers and our employees by focusing on the right customer, vehicle, and terms. This position is not eligible for sponsorship. Individuals with temporary visas or who need sponsorship now or in the future are not eligible for hire at this time. Responsibilities Provide support for desktops, laptops, mobile devices, software, hardware, and network connectivity issues. Diagnose, troubleshoot, and resolve complex technical issues remotely and onsite, including escalations from Tier1 support. Install, configure, and provide remote support for software applications. Troubleshoot user access issues across systems, applications, and identity platforms (accounts, permissions, MFA). Manage and prioritize support tickets, ensuring timely resolution and adherence to SLAs. Configure and deploy new computers using standardized builds and endpoint management tools, resolving deployment issues. Setup and support employee workstations, including hardware and peripherals. Support onboarding and off‑boarding processes, including provisioning and decommissioning devices and accounts. Troubleshoot and maintain conference rooms and AV systems, providing real‑time meeting support and coordinating with vendors as needed. Support physical security systems such as access controls and cameras. Track hardware inventory and assist with lifecycle management planning. Perform patching, updates, and endpoint compliance to maintain system security and health. Document technical solutions, processes, and recurring issues for knowledge‑base development. Identify trends in support issues and recommend proactive solutions to reduce ticket volume. Provide guidance and mentorship to Tier1 support staff. Qualifications 3+ years of experience in IT support or a similar technical role with demonstrated escalation handling. High school diploma. Advanced troubleshooting skills across Windows and macOS environments, hardware, and networking concepts. Experience working in a ticketing system and managing competing priorities. Strong customer service and communication skills in a corporate setting. Proven ability to analyze issues, identify root causes, and implement long‑term solutions. Desired Skills Experience with Microsoft Intune and Autopilot. Familiarity with Apple Business Manager. Exposure to Citrix environments. Experience supporting Lenovo and Apple hardware. Knowledge of Logitech conference and collaboration tools. Experience with Verkada access control and camera systems. Familiarity with Microsoft 365 administration (M365 Admin Center, user and license management). Basic scripting or automation experience (PowerShell preferred). Benefits Medical, dental, and vision coverage. 401(k) plan. Company‑paid life insurance, short‑term and long‑term disability coverage. Tuition reimbursement. Wellness program with self‑guided coaching, cash incentives, and discounts on medical premiums. In‑house gym. Paid time off (holidays, wellness days, and personal time). EEO Statement DriveTime is an Equal Opportunity Employer and a drug‑free, tobacco‑free workplace. #J-18808-Ljbffr DriveTime Sales and Finance Company, LLC