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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Specialist II - **Company:** Academies of Math and Science - **Location:** Tempe, AZ, United States - **Experience:** Experienced - **Salary:** $55,000.0 - $59,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Access, Microsoft Windows, Android Software Development, Apple IOS, User Authentication, Audio Video Distribution, BASIC (Programming Language), VoIP, Chrome OS, CompTIA Network+, Cyber Security, Dynamic Host Configuration Protocol, Desktop Computing, Domain Name System (DNS), Multi-Factor Authentication, Issue Tracking Systems, IT Management, Network Troubleshooting, Software Deployment, TCP/IP, Virtual Local Area Networks, Wi-Fi Technology, Diagnostic Tools, Computer Network Operations, Connectivity Problems, Software Troubleshooting, Network Support, Gsuite, Unified Endpoint Management, User Accounts - **Published:** October 18, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=c6976e69d80edbf3 ## About the Role The ideal candidate combines strong technical expertise with excellent customer service, sound judgment, thorough documentation, and the ability to manage competing priorities in a fast-paced, multi-site environment., * Minimum of 2 years of progressively responsible IT support, help desk, desktop support, or field support experience. * Demonstrated experience resolving escalated hardware, software, identity, access, printing, and network connectivity issues. * Hands-on experience supporting Windows and ChromeOS, with working knowledge of iOS and Android. * Working knowledge of Microsoft 365 and Google Workspace administration and end-user support. * Practical understanding of TCP/IP, DNS, DHCP, Wi-Fi, switching, VLANs, and common troubleshooting tools. * Experience using an IT service management or ticketing platform and maintaining complete ticket documentation. * Ability to provide technical guidance to Tier 1 technicians and collaborate on complex incidents. * Ability to work independently, manage competing priorities, and support multiple departments and locations. * Ability to travel locally between AMS and AIG locations when required. * Ability to perform physical activities associated with deploying, installing, and moving standard IT equipment. Knowledge, Skills & Abilities * Strong troubleshooting, root-cause analysis, and technical problem-solving skills. * Ability to investigate complex incidents using diagnostic tools, logs, and structured testing. * Understanding of endpoint support, identity and access troubleshooting, productivity platforms, and network issues. * Ability to determine when to resolve an issue independently and when to escalate. * Strong communication and customer service skills, including explaining technical issues to non-technical users. * Ability to guide Tier 1 technicians and share technical knowledge effectively. * Strong organization, prioritization, accountability, and follow-through. * Commitment to confidentiality, information security, and approved IT procedures. * Ability to collaborate effectively in a hybrid work environment. Preferred Qualifications * Experience supporting technology in a K-12 school, charter network, or multi-site organization. * Experience supporting corporate or central-office IT functions. * Experience with endpoint management, software deployment, device imaging, asset management, and security platforms. * Experience supporting printers, audiovisual systems, VoIP phones, classroom displays, and testing environments. * Industry certification such as CompTIA A+, CompTIA Network+, Microsoft 365 Certified: Endpoint Administrator Associate, Google IT Support Professional Certificate, or equivalent. * Experience developing knowledge-based articles, standard operating procedures, or technical documentation. * Experience mentoring Tier 1 technicians or providing technical escalation support. * Familiarity with IT service management, incident prioritization, root-cause analysis, and continuous improvement. Core Competencies * Advanced technical troubleshooting * Tier 1 technical guidance and knowledge sharing * Ticket ownership and prioritization * Customer service and communication * Security and documentation * Cross-functional collaboration, * Ability to sit, stand, walk, bend, kneel, reach, and perform hands-on technical tasks as needed. * Ability to lift, carry, and move standard IT equipment and supplies as required by the role. * Ability to install, connect, disconnect, and relocate computers, monitors, printers, and other technology equipment. * Ability to work at a computer for extended periods. * Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position. ## Description AMS Impact Group (AIG) supports the Academies of Math and Science (AMS), a growing network of high-performing K-8 public charter schools committed to providing rigorous, STEM-focused education to students in historically underserved communities., Tier 2 Technical Support & Escalation * Serve as a primary escalation resource for Tier 1 IT technicians, resolving complex incidents and service requests. * Provide direct technical support to AIG employees, AMS campus staff, school leaders, and authorized users. * Troubleshoot issues involving Windows, ChromeOS, iOS, Android, classroom technology, printers, phones, audiovisual equipment, user accounts, and access permissions. * Investigate operating systems, application, hardware, authentication, configuration, and network connectivity issues to identify root causes and implement lasting solutions. * Use remote support tools and on-site diagnostic methods to resolve incidents and validate service restoration. * Manage assigned tickets through resolution, including prioritization, status updates, documentation, and escalation when vendor or higher-level engineering support is required. * Provide Tier 1 technicians with troubleshooting guidance, diagnostic strategies, and resolution support. * Identify recurring incidents and recommend solutions to reduce repeat issues and improve service quality. Systems, Identity & Network Support * Support Microsoft 365 and Google Workspace services, including account access, multifactor authentication, licensing, groups, shared resources, and common client issues within approved administrative permissions. * Troubleshoot TCP/IP, DNS, DHCP, Wi-Fi, switching, VLANs, printing, and basic email-delivery issues. * Collect logs and diagnostic evidence to investigate complex issues and support escalations. * Assist with endpoint configuration, patching, software deployment, device imaging, security tooling, and device lifecycle management. * Support campus technology systems and integrations while following change-control, security, and data-protection requirements. * Follow approved access controls and security practices to help maintain reliable technology environments. IT Support & Network Operations * Provide technical support for AIG corporate and administrative technology needs, in addition to AMS campus users and systems. * Maintain technology readiness for staff onboarding, classroom instruction, assessments, campus events, and technology deployments. * Install, configure, replace, and validate computers, mobile devices, projectors, displays, phones, printers, and related peripherals. * Maintain accurate inventory, asset assignments, warranties, loaner equipment, spare stock, and disposal records. * Coordinate with AIG departments, campus leadership, teachers, vendors, and central IT resources to minimize downtime. * Support technology deployments, device refreshes, network upgrades, security initiatives, and campus openings. * Provide support across multiple locations based on organizational needs. Tier 1 Technical Guidance & Team Collaboration * Provide technical guidance and knowledge-sharing support to Tier 1 technicians without assuming formal supervisory responsibility. * Help Tier 1 staff strengthen troubleshooting methods, identify root causes, and determine when escalation is appropriate. * Share documented solutions and effective troubleshooting practices to improve consistency across the network. * Support ticket handoffs and knowledge transfer to ensure timely resolution and clear communication. * Collaborate with IT leadership to identify training needs and improve service delivery. Documentation, Projects & Continuous Improvement * Create and maintain knowledge-based articles, troubleshooting guides, diagrams, configuration records, and resolution notes. * Document technical investigations, root causes, corrective actions, and repeatable solutions. * Recommend process, configuration, training, and equipment improvements based on recurring issues. * Participate in infrastructure upgrades, device refreshes, security initiatives, and technology projects. * Follow established IT procedures, security standards, and change management practices. * Perform other IT-related duties as assigned.