Enterprise Service Desk 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?

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, as an IT Support Specialist II, you will be a key part of our Enterprise Service Desk providing day-to-day IT technical support to employees across the DriveTime family of companies. The Service Desk is the face of IT, ensuring end users’ technical difficulties are resolved in a timely manner to prevent downtime. As an IT Support Specialist II, you will be answering phone calls and working tickets.

In long, our IT Support Specialist II's:

•  Provide remote technical support and assist team members through troubleshooting, diagnosing, and correcting problems with computers, network-related issues, printers, and other peripherals

• Manage IT service incidents and requests to ensure timely resolution while maintaining accurate documentation of issues and solutions

• Communicate effectively with users and vendors of varying technical expertise to diagnose problems, provide solutions, and clarify technical issues

• Answer inbound service desk phone calls, accurately document issues, troubleshooting in real time, and route or escalate requests as needed

• Prioritize and research issues as needed to ensure timely resolution and minimal disruption to operations

• Remotely assist the team with the setup, installation, and configuration of IT equipment such as computers, printers, and peripherals. Ensure proper functioning and integration with existing systems

• Triage, evaluate and prioritize support tickets assigned to you while ensuring everyone involved is well informed

• Collaborate with other IT teams for escalations and problem resolution

• Monitor end users’ and team members’ issues to protect data integrity and prevent unauthorized access or breaches

• Identify gaps and potential vulnerabilities to keep all data and systems secure

• Identify documentation gaps or changes that need to be made so that the team has the resources they need to address any of our repeatable processes

• Conduct regular interval software and access audits

• Provide technical feedback to team members and provide leadership with any concerns identified

• Document various data points to identify training gaps

• Provide guidance to end-users on the use of software applications, hardware, and IT best practices

So, What Kind of Folks Are We Looking for?

• Strong knowledge of network management, troubleshooting, and configuration.

• Familiarity with IT infrastructure components, including computer networking principles and device management platforms

• Knowledge and experience with Azure Active Directory

• Remote from the Phoenix, AZ or Dallas, TX metro areas

• Rotation of one Saturday every month

The Specifics:

• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred; or a combination of equivalent work experience & professional certifications

•  3+ years of IT Service Desk experience

• Proficiency in software troubleshooting and configuration across various platforms

• Proficiency with Windows, macOS, and Linux operating systems

• Proficiency in Microsoft Office and Exchange 365 applications, including Teams, Outlook, Word, and Excel

• Experience supporting a Citrix environment and Thin Clients

• Experience troubleshooting Okta

• Experience troubleshooting GlobalProtect

Nice to haves:

• Certifications such as CompTIA A+, Network+, Security+, CCNA/CCDA, or Microsoft Certified Solutions Associate (MCSA)

• Experience with writing technical documentation

• Duo (any two-factor aut