IT Support Analyst II

Reporting to the Director of IT Operations, the Phoenix Office On-Site IT Support Analyst II will support our wide-ranging technical needs from desktop hardware to mobile device management to application support. They will directly interact with employees at all locations and levels via phone, email, and instant messaging mediums to solve their problems. This position will work with community staff, vendors, and other team members to accomplish this work. The position is expected to bring a proactive approach and incredible customer service skills in serving our team members.

The essential functions below describe the general requirements of this position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or most of the primary activities listed below. Specific tasks, responsibilities, or competencies may be documented in the incumbent's performance objectives as outlined by the incumbent's immediate supervisor or manager.

Key Responsibilities

• Provide Direct Internal Support: Deliver daily support across core systems, including user lifecycle management (onboarding, offboarding, and access modifications) across multiple corporate applications. Ensure timely resolution and closure of service desk tickets, escalating complex technical issues as necessary.
• Manage Hardware Infrastructure: Troubleshoot and maintain hardware assets, including PCs, mobile phones, tablets, printers, and Wi-Fi equipment.
• Enterprise Application Support: Assist with company-wide support for business-critical systems, including Active Directory, Microsoft 365, and other line-of-business applications.
• Security & Threat Response: Enforce security protocols, access controls, and safeguard organizational technology assets. Identify, analyze, and respond to potential security alerts and threats in coordination with third-party security partners and vendors.
• Continuous Innovation: Identify and implement administration automations and application integrations to reduce manual overhead, lower operating costs, and enable scalable business growth.
• Work Location & Travel Requirements: This position requires a minimum of 4 days per week on-site at our corporate office in Phoenix, AZ. Consistent, regular, and punctual attendance as scheduled is an essential responsibility of this role. Occasional travel to regional locations to support field operations (10% or less).

• Passion for Customer Service: High degree of emotional intelligence & ability to work with people to understand and completely resolve needs. Must be confident and personable to perform white glove services with our Executive team.
• Problem Solving: Advanced analytical and forward-thinking skills to define, analyze, and solve complex operational challenges.
• Learning Agility: Ability and desire to learn, configure, and train on new software/hardware/systems at a fast pace; ability to become a recognized expert on those systems.
• Execution Excellence: Demonstrated strengths in organizational skills, attention-to-detail, follow-through, and accuracy.
• Drive & Adaptability: Demonstrated ability to complete tasks for multiple projects, deadlines, and priorities in a dynamic work environment. Must be self-directed and able to work independently with a high degree of urgency and initiative.