IT Support Specialist I/II

Nodes Up is seeking an IT Support Specialist I/II to join our team. This position primarily focuses on providing exceptional remote helpdesk support to our clients while also assisting with on-site service visits throughout Southern Arizona.

Approximately 75% of your time will be dedicated to helpdesk operations, including remote support, ticket management, and client communications. The remaining 25% of your time will be spent working on-site at client locations, assisting with deployments, installations, troubleshooting, and project work.

This position serves as a key member of our service delivery team, working closely with other technicians and engineers to ensure exceptional client support and timely issue resolution.

This is a hybrid work environment, with time spent between our Tucson office, home office, and client locations.

Primary Responsibilities

• Provide technical assistance and support for incoming issues related to computers, software, Microsoft 365, printers, peripherals, and network-connected devices via phone, remote support, and onsite visits.
• Monitor and manage assigned helpdesk tickets to ensure timely responses and resolutions that meet company service standards.
• Serve as a primary point of contact for client support requests and communicate clearly with users regarding issue status and resolution.
• Escalate advanced technical issues to senior engineers when appropriate while maintaining ownership of client communications.
• Install, configure, and support desktop computers, laptops, mobile devices, printers, scanners, and other end-user technology.
• Configure, troubleshoot, and support Microsoft 365 environments, including Exchange Online, Teams, Entra ID, and OneDrive.
• Utilize RMM, PSA, remote access, and monitoring tools to diagnose and resolve client issues.
• Maintain accurate documentation of client environments, support activities, and technical procedures.
• Assist with workstation deployments, hardware replacements, and new user setups.
• Participate in proactive maintenance activities and monitoring response efforts.

Onsite & Field Support Responsibilities (Approximately 25%)

• Travel to client locations within Tucson and surrounding areas to provide onsite troubleshooting and support.
• Assist with hardware installations, workstation deployments, network equipment replacements, and office moves.
• Support other engineers with project-related tasks and field service requests.
• Perform onsite assessments and assist with documenting client environments.
• Provide hands-on support during network, server, and technology upgrade projects.

Additional Responsibilities

Under supervision and guidance, additional responsibilities may include:

• Respond to monitoring alerts and proactively address potential issues before they impact clients.
• Assist with firewall, switch, and wireless access point configuration and troubleshooting.
• Deploy Microsoft updates and security patches utilizing RMM and management tools.
• Participate in technical training and professional development activities., * Maintain high levels of client satisfaction through professional and responsive support.
• Consistently meet ticket response and resolution objectives.
• Take ownership of issues and follow through until resolution.
• Keep client documentation accurate, organized, and up to date.
• Communicate clearly and professionally with clients and team members.
• Demonstrate accountability, reliability, and attention to detail.
• Contribute positively to team culture and collaboration.
• Continuously develop technical knowledge and pursue learning opportunities.
• Support company processes, standards, and best practices.
• Help clients achieve their technology goals through proactive support and recommendations.

• Strong customer service and communication skills.
• Experience supporting Microsoft Windows 10/11 environments in a business setting.
• Working knowledge of Microsoft 365 administration, including Exchange Online, Teams, Entra ID, and OneDrive.
• Basic understanding of networking concepts including TCP/IP, DNS, DHCP, VPN, and wireless networking.
• Ability to prioritize and manage multiple support requests in a fast-paced environment.
• Self-motivated and organized with strong attention to detail.
• Comfortable working independently and as part of a team.
• Valid driver's license and reliable transportation for client visits.
• Detail-oriented with solid written and verbal communication skills., * Driver's License (Required)

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Nodes Up offers our clients a full suite of professional services and products, including Managed IT Services, Network Infrastructure, and Cloud Solutions. Nodes Up maintains a true customer-focused, personal touch that exists nowhere else. Our goal is simple: to exceed our customers' expectations., At Nodes Up, you're more than just another technician-you'll be a valued member of a close-knit team that takes pride in delivering exceptional service to local businesses. We believe in investing in our team members and creating opportunities for long-term growth and success. What We Offer * Small team environment where your contributions have a direct impact. * Exposure to a wide variety of technologies, industries, and client environments. * Opportunities for professional growth, training, and advancement. * Supportive leadership team focused on mentoring and employee development. * A collaborative culture where teamwork and customer service come first. * Hybrid work environment with a mix of remote work, office time, and onsite client interaction. * The opportunity to build meaningful relationships with local businesses throughout Southern Arizona. What Success Looks Like At Nodes Up, success is measured by more than just closing tickets. We are looking for team members who take ownership, deliver outstanding customer service, and continuously improve their technical skills.