Position Overview

The IT Support Technician provides comprehensive technical support across all offices while identifying opportunities to improve support processes through AI tools. This role maintains day-to-day IT operations while developing innovative solutions for common support scenarios. Reports to the IT Manager.

This is an in-office position located in Scottsdale, AZ.

Key Responsibilities

Technical Support

• Deliver prompt, effective IT support through company ticketing systems and support platforms

• Troubleshoot hardware and software issues, escalating complex problems when necessary

• Execute IT onboarding and offboarding procedures, ensuring proper system access management

• Set up, provision, and track equipment for new and existing technologies

Process Improvement

• Document common support scenarios and implement AI-powered solutions to streamline workflows using internal AI tools and in concert with our development teams

• Create and maintain clear documentation for support processes and IT implementations

• Evaluate and establish support metrics and optimize processes for maximum efficiency

• Serve as a technical resource for AI tool implementation within the IT department

Systems Administration

• Manage user accounts across multiple platforms including Google Cloud Identity

• Administer ticketing and workflow systems for IT support operations

• Support CRM (Salesforce) and communication platforms

• Maintain endpoint management solutions and cloud productivity suites

Qualifications

Required Skills

• Strong technical troubleshooting abilities with hardware and software systems

• Experience with IT support processes and ticketing systems

• Excellent documentation and communication skills

• Self-motivated with ability to manage priorities independently

• Customer service orientation with professional demeanor

Preferred Experience

• 2+ years in IT support or related technical role

• Google Workspace administration experience preferred

• Salesforce experience preferred

• Familiarity and passion for automation tools and AI implementation

• Basic scripting or programming knowledge preferred (Python, JavaScript, etc.)

• IT certifications or equivalent experience (A+, Network+, etc.)

Performance Expectations

• Respond to support issues within established SLAs and resolve within 24 hours

• Implement process improvements that measurably reduce support workload

• Participate in weekly IT team meetings and regular 1-on-1s with IT Manager

• Maintain comprehensive documentation of support processes

• Track and report on solution effectiveness and time savings

Compensation: $28.85-$31.25/hour

Benefits:

• Eligibility: Benefits begin the 1st of the month after 60 days of employment.

• Company-Paid Benefits: Basic Life Insurance and Long-Term Disability.

• Optional Benefits: Various medical, dental, vision, and disability insurance options through Anthem BCBS, as well as Short-Term Disability, Critical Illness, Accident Insurance, Flexible/Dependent Care Spending, Health Savings Accounts, and Pet Insurance.

• 401K: Available after 6 months of employment with a company match and vesting schedule.

• Paid Time Off (PTO): Varies for Non-Managers and Managers, along with paid sick time, bereavement leave, and paid company holidays.

• Floating Holidays: We offer two additional floating Holidays

Additional position details:

• Work Location: In Office

• Standard Operating Hours: 8:30-5:00pm PST

• Employment Type: Full Time, Non-Exempt

• Important Requirement: Information Security & IRS Compliance

  • As an accounting firm, we must adhere to strict federal data security guidelines associated with IRS Publication 4557. To ensure we remain in compliance, we have implemented a mandatory security verification process that must be completed on your first day

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