It Support Specialist

We are seeking a dynamic and detail-oriented IT Support Specialist to join our IT Operations Team. As the first-line troubleshooter, you will be responsible for answering in-person, telephone, and electronic inquiries from members and staff, ensuring prompt and professional resolution of issues related to our standard hardware, software, or network/communications tools and services. You will also have the opportunity to contribute to special projects and maintain compliance with IT security procedures.

To hear more about our mission, please visit https://www.youtube.com/watch?v=DTd_T8s6BNw

Benefits of working at the State Bar of Arizona include:

• 100% employer paid medical, dental, and vision insurance (employee only)
• $900 HSA funding provided by employer
• Generous paid vacation and sick time
• 401(k) and employer match
• Quarterly wellness reimbursement for gym membership
• A community of friendly and collaborative co-workers

If you thrive in a fast-paced environment, are adept at problem-solving, and have a commitment to delivering exceptional customer service, we invite you to apply. Join us and be a key player in supporting our mission while enjoying a positive work environment and opportunities for professional growth.

Job Summary
Under general supervision, answers in-person, telephone and/or electronic questions and support requests from members and staff, giving prompt and professional resolution of any problems with SBA standard hardware, software or network/communications tools or services. Acts at the first-line troubleshooter but utilizes proper judgment to escalate issues when necessary. Provides support to the Director of Project Management with current production applications. Projects a professional in all customer relations.

Duties and Responsibilities

The duties and responsibilities listed below are essential to the employee’s position.

· Provide responsive, timely support to all end-user (employee or member) questions and support requests. Answer the support help line, resolve the problem, document in a resource database and ensure follow-through if the call is passed to another person. Maintain service level agreements on response turnaround. Set end-user expectations for resolution time and communicate changes in status as necessary.

· Work closely with other IT staff to ensure clear communication on outstanding issues and user problems. Work as a team to distribute outstanding support problems and/or requests to balance workload, establish priorities and meet deadlines.

· Provides desktop support of all SBA standard applications.

· Provides support to the Director of Project Management with current production applications.

· Responsible for adhering to SBA established IT security procedures.

· Recognize, document, and alert the Director of Project Management of trends in staff calls.

· Suggest process improvements.

· Works independently and/or within a team on special and nonrecurring and ongoing projects.

· Performs all other related duties, as assigned.

Education and/or Experience Required

Two or four-year degree in information technology or other related technology area required. Must have 6 months of IT support experience in a professional business environment.

Skills and Abilities

· Performs all duties in compliance with internal procedures and external regulations. Is responsible for bringing compliance issues to the attention of management.

· Ability to read and comprehend instructions, correspondence, and memos.

· Strong interpersonal communication, organization and technical skills to include a high understanding and delivery of customer service.

· Ability to write clear, concise, grammatically correct reports and correspondence.

· Must maintain confidentiality of all confidential information provided by State Bar Members.

· Ability to effectively present information in one-on-one situations (e.g., callers) in a professional and friendly manner. Must have excellent customer-service skills.

· Strong analytical and problem-solving abilities.

· Strong attention to detail.

· Must be team oriented but able to work independently.

· Ability to effectively prioritize and execute tasks in a fast-paced environment.

· Model the behaviors expected of all SBA employees by:

• Cultivating a positive work environment.
• Prioritizing and setting manageable goals.
• Being efficient with time at work.
• Communicating effectively with management, staff, members, clients, visitors, and the public.
• Being flexible and taking criticism constructively.
• Maintaining the highest ethical standards.

Computer Skills

Microsoft windows environment with Office Suite to include formatting and production of word processing documents, spreadsheets, and reports. Ability use tools for video conferencing, as needed.

Certificates, Licenses, Registrations:

Required: Position may require travel within metropolitan area; thus, reliable transportation is required. If using personal vehicle, must ensure have appropriate driver’s license and insurance coverage.

Other

Regular attendance is required. Overtime may be required to fulfill duties of position. At times, individual must be able to work in a fast-paced environment with ability to handle and prioritize multiple, competing tasks and demands and to seek supervisory assistance as appropriate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk and hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms. The Employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision, ability to adjust focus, and manual dexterity in combination with eye/hand coordination. Work environment is subject to interruptions, varying and unpredictable situations and time pressures related to multiple tasks. It also requires regular use of computer keyboard and monitor. There is extensive repetitive motion in using hands/wrists.

Job Type: Full-time

Pay: $23.68 - $28.52 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Compensation package:

• Bonus opportunities
• Holiday pay
• Hourly pay
• Overtime pay

Experience level:

• Under 1 year

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to Relocate:

• Phoenix, AZ 85016: Relocate before starting work (Required)

Work Location: Hybrid remote in Phoenix, AZ 85016