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 IncludedJCO 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.