Information Technology Support Technician

JCO has an immediate need for an IT Support Technician in Tempe, AZ. This is a long-term Hybrid position (3 days onsite in Tempe - Tuesday, Wednesday, Thursday). This position is contract-to-hire at the 6 - 12 month mark. NO C2C OR VENDOR PARTNERSHIPS OF ANY KIND, W2 Included JCO is looking for a Technical Support Specialist to join our Technical Support Center (TSC). Technical Support Specialists are the first point of contact for customers seeking assistance with technology, hardware, & application issues & requests. The position reports to the IT Manager of the TSC team. Responsibilities Include: • Be present & visible in the TSC & available to customers requiring technical assistance. • Respond to questions from customers through phone calls, chat, email, & esupport cases. • Document call details & complete service request creation in the call tracking system. • Ensure proper call categorization & routing, following escalation procedures as needed. • Troubleshoot issues, working from existing knowledge database, & performing additional research as required. • Ensure symptoms of problems & resolution steps are documented in knowledge articles. • Communicate new knowledge articles, SOPs, & procedures to teammates & other stakeholders. • Learn the fundamental operation of applications & hardware commonly used at Pulte. • Enforce information security & computer systems policies. • Provide end-user training on such topics as system logins, printing, & MS Office applications. • Interface with other IT teams on project assignments & problem escalation. • Develop technical documentation for training, best practices, software usage, & hardware utilization. • Perform user administration tasks (e.g., Active Directory, Exchange, Office 365, in-house apps). • Participate in software distribution & ongoing upgrade initiatives. • Participate in internal team projects & deliver within committed timeframes. • Support those operating both in-office & remotely from home & other environments not on the corporate network. Knowledge, Skills, and Abilities: • Friendly, outgoing & helpful attitude with great interpersonal skills & the ability to work well with others. • Ability to provide technical support over the phone, exhibit a professional demeanor & demonstrate excellent customer service skills. • Experience detecting, troubleshooting, & providing solutions to low-to-moderately complex problems. • Ability to handle constantly changing support volume: self-paced project work during lower call volume periods & multitask effectively during busy times. • Exercise patience & professionalism during stressful situations. • Proven ability to work effectively without direct supervision. • Ability to acquire knowledge of TSC-supported software through research of dispatched cases & self-study. • Willingness to be flexible with assigned work schedule including weekends, early, & closing shifts. • Exceptional verbal & written communication skills. • Ability to thrive & effectively cooperate with teammates in a primarily remote environment using collaboration & productivity tools such as MS Teams. Educational Requirements & Experience • Experience equivalent to an associate degree in computer information systems. • Basic working knowledge of current Windows OS & MS Office applications. • Basic troubleshooting abilities with client workstations. • Familiarity with smartphone & tablet support is preferred. • Apple/Mac familiarity is highly desirable. • Corporate-level help desk & call tracking software exposure is strongly preferred.