Job Description
Job Title: User Technology Specialist
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Location: Phoenix, AZ
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Duration: Long-Term Contract
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Experience: Minimum 2+ Years
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Work Arrangement: Onsite / As required by the project
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Candidate Requirement: Local candidates in the Phoenix, AZ area only
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Job Overview
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Envision is seeking an experienced User Technology Specialist to provide frontline technical support to end users in a networked enterprise environment. The ideal candidate will have hands-on experience troubleshooting desktop hardware, software, operating systems, peripherals, network connectivity, and user access issues.
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The successful candidate will work closely with end users and technical teams to resolve technical issues, maintain endpoint functionality, support IT operations, and deliver excellent customer service.
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Key Responsibilities
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- Provide frontline technical support to employees for desktop computers, laptops, mobile devices, printers, and other IT peripherals.
- Diagnose and troubleshoot hardware, software, operating system, and network connectivity issues.
- Install, configure, maintain, and troubleshoot Windows 10/11 operating systems and business applications.
- Manage and resolve IT support requests using ticketing systems such as ServiceNow or RemedyForce.
- Support user account administration, password resets, account unlocks, and security group management using Active Directory.
- Assist with endpoint management activities, including software deployments, system updates, patching, and configuration.
- Utilize tools such as SCCM, Tanium, imaging solutions, and software deployment utilities.
- Troubleshoot VPN and secure remote connectivity issues using Palo Alto GlobalProtect or similar technologies.
- Provide Level 2 technical support for escalated hardware, software, and peripheral-related issues.
- Document troubleshooting steps, issue resolutions, and technical procedures in knowledge base articles.
- Collaborate with infrastructure, network, and other IT teams to resolve complex technical issues.
- Prioritize multiple support requests while maintaining timely resolution and a high level of customer satisfaction.
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Required Qualifications
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- Minimum 2 years of experience providing IT support in a networked workplace environment.
- Hands-on experience troubleshooting computer hardware, software, peripherals, and connectivity issues.
- Working knowledge of Windows desktop operating systems, particularly Windows 10/11.
- Experience supporting desktop computers, laptops, printers, mobile devices, and standard business applications.
- Understanding of basic networking concepts, including LAN, Wi-Fi, VPN, and connectivity troubleshooting.
- Experience using ticketing or IT service management systems to document and track technical issues.
- Strong troubleshooting, problem-solving, communication, and customer service skills.
- Ability to manage multiple support requests, prioritize tasks, and escalate issues when necessary.
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