IT Support Specialist II

What’s Under the Hood 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 placing a focus on putting the right customer, in the right vehicle, on the right terms and on their path to ownership. The DriveTime Family of Brands spans across DriveTime, Bridgecrest and SilverRock.  You can find us at the intersection of technology and innovation as we use our proprietary tools and over two decades of industry knowledge to redefine the process of purchasing, financing, and protecting your vehicle.  That’s Nice, But What’s the Job? Job Description This is not a position for which sponsorship will be provided. Individuals with temporary visas or who need sponsorship now or in the future are not eligible for hire at this time. In short, you’ll be the go-to technical expert who ensures employees across corporate offices and remote locations have a seamless, reliable technology experience. As an IT Support Specialist II, you’ll step in on more complex issues, support escalations, and proactively improve systems and processes that keep the business running smoothly. In Long, as the IT Support Specialist II, you will be responsible for: Providing support for desktops, laptops, mobile devices, software, hardware, and network connectivity issues Diagnosing, troubleshooting, and resolving complex technical issues both remotely and onsite, including escalations from Tier 1 support Installing, configuring, and providing remote support for software applications Troubleshooting user access issues across systems, applications, and identity platforms (accounts, permissions, MFA) Managing and prioritizing support tickets while ensuring timely resolution and adherence to SLAs Configuring and deploying new computers using standardized builds and endpoint management tools, and resolving deployment issues Setting up and supporting employee workstations, including hardware and peripherals Supporting onboarding and offboarding processes, including provisioning and decommissioning devices and accounts Troubleshooting and maintaining conference rooms and AV systems, including advanced issue resolution Providing real-time meeting support and coordinating with vendors for escalations Supporting physical security systems such as access controls and cameras Tracking hardware inventory and assisting with lifecycle management planning Performing patching, updates, and endpoint compliance to maintain system security and health Documenting technical solutions, processes, and recurring issues for knowledge base development Identifying trends in support issues and recommending proactive solutions to reduce ticket volume Providing guidance and mentorship to Tier 1 support staff So What Kind of Folks Are We Looking For? Self-starters who take initiative and thrive in a fast-paced, team-oriented environment Strong problem-solvers who enjoy digging into complex technical challenges Clear communicators who can translate technical concepts into user-friendly language Team players who are collaborative, supportive, and willing to mentor others Customer-focused professionals who care about delivering an exceptional user experience Individuals who think proactively and look for ways to improve processes and systems The Specifics. 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 Nice To Have 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) So What About the Perks? Perks matter Teamwork in Action . In this position, you’ll be fully on-site, collaborating and connecting with your teammates while getting things done. Experience the energy and momentum of working together every day! Medical, dental, and vision, oh my! DriveTime Family of Brands covers a sizable amount of insurance premiums to ensure our employees receive top-tier healthcare coverage.  But Wait, There’s More. 401(K), Company paid life insurance policy, short and long-term disability coverage to name a few. Growth Opportunities. You grow, I grow, we all grow!  But seriously, DriveTime Family of Brands is committed to providing its employees with every opportunity to grow professionally with roughly over 1,000 employees promoted year over year. Tuition Reimbursement. We’re as passionate about your professional development as you are. With that, we’ll put our money where our mouth is. Wellness Program. Health is wealth! This program includes self-guided coaching and journeys, cash incentives and discounts on your medical premiums through engaging in fun activities! Gratitude is Green.  We offer competitive pay across the organization, because, well… money matters! In-House Gym. We want our employees to be the best versions of themselves. So come early, take a break in your day or finish strong with a workout! Give Us a Reason (or not), and We’ll Celebrate.  Regardless of whether there is a holiday or not, we are finding ways to kick back and enjoy each other’s company outside of day-to-day work. Smart-Casual Dress. Come d