IT Specialist II


Job Title:  IT Specialist II

Salary: $21.00 per hour

Hours:  7 days a week, between 4am and 8pm Arizona time.

Job Summary:

Were seeking a diligent IT Specialist II to address complex IT activities. The position is responsible for troubleshooting escalated end user issues, taking ownership of these issues, and driving them to resolution. In this resolutions process, the role will perform a variety of complex tasks within the realm of systems and technology. These areas include but are not limited to endpoints such as PCs and laptops, software, network/system administration, telephony and peripheral devices. A successful IT Specialist II must have knowledge and experience in these varied areas.

Job Responsibilities:

  • Take ownership of escalated support tickets and drive them to resolution
  • Troubleshoot, diagnose, repair nonfunctional computer hardware and software
  • Guide employees with setting up their equipment and logging into systems
  • Provide exceptional customer service
  • Author/update IT Knowledgebase articles
  • Document, prioritize, and manage multiple service requests and incidents within defined SLAs
  • Collaborate with other IT support personnel and external vendors on projects and service issues
  • Mentor IT Specialist Is through clear and empathetic communications
  • Develop new or revise existing processes and procedures as necessary
  • Provide “white glove” IT support experience for “VIP” end users
  • Participate in the evaluation of IT systems relative to business requirements
  • Resolving issues coworkers have with their IT systems and software
  • Educate coworkers about best practices for computer usage
  • Plan and complete daily assigned tasks within deadlines
  • Experience supporting or familiarity with the following contact center platforms:

Experience/Skills Requirements:


  • Proven expertise using Microsoft products and tools including Windows OS, Office Suite, 365 Admin Center, Teams, SharePoint, Azure, and Active Directory
  • Proven expertise in repairing and replacing computer components
  • 2+ years’ experience in an IT Help Desk environment and/or call center type environment
  • Highly proficient in troubleshooting softphone telephony, home network and internet connectivity issues
  • Experience providing IT support remotely
  • Working knowledge and experience using ITSM tools, SysAid preferred
  • Working knowledge of endpoint management tools, TeamViewer preferred
  • Technical writing, knowledge-based article authoring experience
  • Familiarity with common project management methodologies
  • Experience supporting or familiarity with the following contact center platforms:
    • Five9, Avaya OneX, Nextiva, InContact, Vonage, GeneSys, Cisco Jabber



Education Requirements:

  • High school diploma/GED required
  • Professional certification in applicable IT areas of focus AND / OR significant current progress towards the same preferred



FOR IMMEDIATE CONSIDERATION CONTACT, Tom Cassell, Recruiter 520.918.0227


At STAFFMATTERS our company culture is strong! You work hard for us and in return we want to provide you with as many benefits and resources as we can:

  • Medical Coverage
  • Dental
  • Vision
  • 401(k)
  • Short- and long-term disability coverage
  • Identity Theft Protection
  • Legal Assistance
  • Long Term Opportunities
  • Training and Career Growth Opportunities
  • The chance to be a part of an amazing team

STAFFMATTERS is committed to connecting good people with good jobs!

STAFFMATTERS is an innovative staffing firm that specializes in placing qualified administrative, light industrial, skilled, technical and professional talent in virtually any market. Our meticulous dedication to Quality and Safety is a testament to our success. We are The Staffing Experts!

STAFFMATTERS is a drug free company. STAFFMATTERS is an EOE AA/M/F/VHo/D.