IT Support Specialist

Diné Development Corporation (DDC) isseekinga skilled and customer-focused Information Technology Support Specialist to join the DDC Information Technology team. This position provides front-line technical support for end users across DDCs geographically dispersed offices supporting both remote and in-person technology needs in a professionaltimely and service-oriented manner.Thisparticular positionwill provide services to Executive leaders out of the Scottsdale AZ office and will need to provide excellent Customer Service skills/ White glove service.

The ideal candidate has strong troubleshooting skills excellent written and verbal communication abilities and hands-on experience supporting Microsoft Windows workstations Microsoft 365 applications endpoint devices user accounts remote support tools ticketing systems and standard IT service management processes. This roleis responsible forresolving common end-user technology issues documenting support activitymaintainingaccurateasset and knowledge records and escalating complex issues to higher support tiers whenappropriate.

This position supports DDCs operational cybersecurity and complianceobjectivesby following approved Information Technology policies processes procedures work instructions and security requirements.

RESPONSIBILITIES:

End-User Technical Support

• Provide professional courteous andtimelytechnical support to end users both locally and remotely.

• Diagnose troubleshoot and resolve hardware software operating system connectivity printer peripheral and general workstation issues.

• Determinethe source and nature of computer malfunctions using approved diagnostic tools application utilities system logs and documented troubleshooting procedures.

• Install configuremaintain and troubleshoot Microsoft Windows workstation operating environments and common business applications.

• Support Microsoft 365 applications including Outlook Word Excel Teams OneDrive SharePoint and other approved cloud-based productivity tools.

• Assistusers with access authentication application functionality device configuration and basic network connectivity issues.

• Provideclear technical guidance to non-technical users through phone remote support tools teleconference chat email and in-person support channels.

• Validate resolution with the customer and confirm satisfaction before closing support requests.

Endpoint Hardware and Software Support

• Order receive image configure distribute installmaintain and support laptops desktops monitors printers docking stations mobile devices simple network devices and related peripherals.

• Adjust repair replace or coordinate replacement of malfunctioning equipmentin accordance withapproved procedures.

• Erase reimage reinstall or reconfigure endpoint operating systems and approved business applications as.

• Install andmaintainapproved endpoint software security tools remote access tools and business productivity applications.

• Identify isolate andassistwith remediation of suspected malware virus endpoint security or unauthorized software issues using approved tools and escalation procedures.

• Maintain endpoint configuration standards in alignment with Information Technology policies cybersecurity requirements and operational needs.

• Support endpoint lifecycle activities including provisioningrefresh reassignment return disposal preparation and asset record updates.

• Responsible formaintaining configuring and troubleshooting conferenceroomVTC hardware and ensuring stable meeting connections.

Account Access and Onboarding Support

• Createmodify disable or remove user accounts and accessin accordance withapproved onboarding transfer and offboarding procedures.

• Support new hire onboarding activities including account readiness endpoint preparation application access equipment shipment and user setupassistance.

• Support employee termination and offboarding activities including account disablement data preservation coordination equipment recovery and access removal.

• Assistwith backup or preservation of corporate user account profiles and user data when required by approved process.

• Follow documented access control procedures and escalate requests that requireadditionalauthorization privileged access or security review.

• Support basic troubleshooting for identity password multi-factor authentication remote access and Microsoft 365 access issues.

Ticketing Documentation and Knowledge Management

• Record update andmaintainaccurateService Request and Incident records in the DDC ticketing system.

• Document troubleshooting steps customer communications resolution actions escalation activity and follow-up items.

• Provide routine progress updates to customersregardingthe status of Service Requests and Incidents.

• Escalatespecializedissues tocybersecurity systems network application or vendor support teamsin accordance withdocumented procedures.

• Provide warm transfer handoffs to other support tiers whento preserve customer experience and service continuity.

• Author revise and update Knowledge articles for recurring issues known errors standard fixes and documented support procedures.

• Contribute to the improvement of Knowledge Management practices by ensuring repeated incidents and resolved known errors are captured in theappropriate knowledgerepository.

IT Service Management and Process Compliance

• Follow all documented DDC Information Technology policies processes procedures standards and work instructions.

• Support ITIL-aligned service management practices including incident management service request fulfillment knowledge management escalation asset management and continual service improvement.

• Use approved remote access software endpoint management tools ticketing systems and technical support platforms to deliver consistent and secure support.

• Monitor assigned ticket queues andprioritizework based on urgency impact service level expectations and businessneed.

• Identifyrecurring technology issues and recommend corrective actions process improvements automation opportunities or knowledge updates.

• Assistwith service desk reporting operational metrics ticket trend analysis and development of standardized reports or reporting procedures.

• Participate in team meetings service reviews process improvement discussions and technology support planning activities.

Asset Inventory and Configuration Support

• Update andmaintainaccurateasset inventory records for assigned laptops desktops peripherals mobile devices and related equipment.

• Track asset assignment location ownership status lifecycle stage and return or disposal activity.

• Support hardware and software inventory validation activities.

• Assistwith configuration management activities by ensuring endpoint and user support records are completeaccurate and current.

• Coordinate with procurement finance security facilities and other internal teams as needed for equipment ordering receipt shipment return and replacement.

Cybersecurity and Compliance Support

• Support DDC cybersecurity and complianceobjectivesby following approved security procedures and reporting suspected cybersecurity events.

• Assistwith endpoint security hygiene including validation of approved security software operating system patch readiness encryption status and configurationcompliance whereassigned.

• Use approved tools and procedures when supporting remote access endpoint troubleshooting user identity and data handling activities.

• Handle corporate data user information and company systemsin accordance withapplicable DDC information security privacy access control and acceptable use requirements.

• Support environments where cybersecurity standards such as NIST SP 800-171 CMMC ISO 20000 ISO 27001 or similar frameworks may be enforced.

• Escalate suspected security incidents unauthorized access concerns malware events data loss concerns or policy violations to theappropriate supportor cybersecurity team.

Customer Service and Communication

• Interact professionally with a diverse customer base including end users system integrators network administrators cybersecurity staff operational teams vendors and business stakeholders.

• Communicate technical concepts and procedures clearly and concisely to non-technical users.

• Maintain a professional service-oriented and project-aware approach when supporting business users and internal IT customers.

• Organize assigned work set priorities meet deadlines and follow through on assigned support tasks.

• Use initiative and independent judgment within established guidelines and procedures.

• Ensureeach assigned task is completed fully including documentation validation customer communication and ticket closure.

• Other duties as assigned

QUALIFICATIONS:

• Bachelors degree from an accredited college or university or a minimum of 3 years of relevant information technology support experience.

• Experience providing end-user technical support in a business enterprise government contractor managed services or similar professional IT environment.

• Strong troubleshooting analytical and problem-solving skills.

• Strong written and verbal communication skills including the ability to explain technical concepts and procedures to non-technical users clearly and effectively.

• Experience supporting Microsoft Windows workstations and Windows-based personal computers.

• Experience supporting Microsoft 365 or Office 365 applications including Outlook Word Excel Teams OneDrive and SharePoint.

• Working knowledge of common workstation components including operating systems hardware software printers peripherals mobile devices and basic network connectivity.

• Familiarity with endpoint support concepts including imaging software installation patching support device configuration remote troubleshooting and user profile support.

• Basic understanding of networking concepts including TCP/IP DNS DHCP wired and wireless connectivity VPN and remote access.

• Experience using ticketing systems to document incidents service requests troubleshooting activity escalations and resolutions.

• Ability to follow documented policies processes procedures and work instructions.

• Ability to organize assigned work prioritize tasks meet critical deadlines and complete all details of assigned support activities.

• Ability to work both independently and collaboratively within a team-oriented IT support environment.

• Reliability professionalism sound judgment and strong customer service orientation.

• Ability to pass a standard background check.

PREFERREDQUALIFICATIONS AND SKILLS:

• Help desk service desk desktop support field support or technical support experience in a multi-site organization.

• Experience in an environment where cybersecurity or compliance standards such as NIST SP 800-171 CMMC ISO 20000 ISO 27001 or similar frameworks are enforced.

• Experience with ITIL-aligned processes including incident management service request fulfillment escalation knowledge management asset management and continual service improvement.

• Experience with ServiceNow Microsoft Project or similar ticketing project or work management platforms.

• Experience supporting Microsoft Entra ID Active Directory group membership account lifecycle activities MFA password resets and access troubleshooting.

• Experience with endpoint management tools such as Microsoft Intune Microsoft Endpoint Configuration Manager or equivalent platforms.

• Experience with endpoint security tools vulnerability remediation support or endpoint compliance validation.

• Experience creating andmaintainingknowledgearticles support documentation job aids and standard operating procedures.

• Experience developing service desk reports ticket trend analysis customer satisfaction reporting or operational metrics.

• Experience supporting remote users distributed offices and hybrid work environments.

• Network endpoint systems administration or solution design exposure is a plus.

• Help Desk Institute Support Center Analyst Certification CompTIA A Network Security CE Microsoftcertifications HDI certifications ITIL Foundation CISSP or similar certificationsare preferred.

• Ability to obtain ormaintainrequired customer company or government access eligibility if applicable.

WORK ENVIRONMENT:

Schedule

• This position requires full-time workgenerally40hoursper week.

• Work schedules may vary based on business needs service desk coverage requirements project activity incident response or operational priorities.

• Occasional non-standard extended evening weekend or on-call work may bebased on business or technical support needs.

Conditions

• Work generally occurs in a normal office remote office or hybrid support environment.

• The position may require prolonged periods of sitting or standing and using a computer.

• The position may require local and remote supportofusers across multiple DDC locations.

• Occasional lifting carrying moving or shipping of computer equipment monitors printers peripherals and related hardware may be.

• Occasional lifting of up to 25 lbs. may be required.

• The position requires regular use of approved remote support tools ticketing systems collaboration platforms endpoint management tools and Microsoft 365 applications.

Travel

• Limited travel may beto support DDC offices business operations equipment deployment user support or project needs.