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Palmetto Technology Group (PTG) · 2 months ago

IT Support Services II-Help Desk

Tucson, AZ

Full-time

Onsite

Mid Level

3+ years exp

Palmetto Technology Group (PTG) is a fast-paced IT company focused on growth and customer satisfaction. They are seeking an IT Support Services II to provide advanced technical support, mentor junior staff, and contribute to IT projects while ensuring a positive user experience.

Cloud ComputingCloud Data ServicesCloud ManagementCyber SecurityInformation TechnologySoftwareTechnical Support

Culture & Values

Responsibilities

Advanced Technical Support: Provide second-tier support for hardware, software, and network-related issues escalated from junior team members, ensuring timely resolution

System Administration: Assist in the administration and management of IT systems, including servers, workstations, and cloud environments

Troubleshooting: Diagnose and resolve complex technical issues across a variety of platforms, including Windows, macOS, Linux, and mobile devices

User Support: Respond to service requests from users, providing exceptional customer service and ensuring a positive user experience

Documentation: Maintain comprehensive documentation of IT support processes, troubleshooting steps, and system configurations for knowledge sharing and future reference

Mentorship: Assist in training and mentoring junior IT support staff, providing guidance on best practices and technical skills

IT Projects: Participate in IT projects, such as software deployments, system upgrades, and network enhancements, ensuring projects are completed on time and within scope

Monitoring and Maintenance: Monitor IT systems and networks for performance and security, proactively identifying and resolving potential issues

User Account Management: Manage user accounts, permissions, and access rights within various systems and applications

Incident Reporting: Track and report on incident trends, root causes, and resolutions to help improve IT services and support processes

Qualification

Technical SupportSystem AdministrationTroubleshootingNetworking ConceptsHelpdesk SystemsCloud ServicesIT Security PracticesCommunication SkillsMentorshipProblem-SolvingDocumentation

Required

Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)

3-5 years of experience in IT support or system administration, preferably in a corporate environment

Strong knowledge of operating systems (e.g., Windows Server, Linux, macOS) and enterprise applications

Experience with networking concepts, including TCP/IP, DNS, DHCP, and VPN configurations

Familiarity with helpdesk and ticketing systems (e.g., ServiceNow, JIRA, Zendesk)

Excellent problem-solving skills and the ability to troubleshoot complex technical issues efficiently

Strong communication skills, with the ability to explain technical concepts to non-technical users

Preferred

Experience with ConnectWise

Certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Expert (MCSE)

Experience with cloud services (e.g., AWS, Azure) and virtualization technologies (e.g., VMware, Hyper-V)

Knowledge of IT security practices and data protection regulations

Benefits

Competitive benefits package, including medical, dental, vision, and life insurance

401k match

Flexible PTO

10 Holidays including your Birthday and a Floating Holiday!

Gym reimbursement

Amazon Prime reimbursement

40 Hours for Volunteer Time

Paid Maternity and Paternity leave

Paid certifications

Learning and development programs

Company

Palmetto Technology Group (PTG)

Most small to mid-size businesses have a ton of tech tools, software, apps, and systems to help them run—and most small to mid-size businesses don’t have the resources (or, quite frankly, the time) to make sure all those tools are running correctly.

Founded in 2007

Greenville, South Carolina, USA

11-50 employees