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User Technology Specialist
User Technology SpecialistS R INTERNATIONAL INC • Phoenix, AZ, US
User Technology Specialist

User Technology Specialist

S R INTERNATIONAL INC • Phoenix, AZ, US
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  • [job_card.full_time]
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Job Description

Job Description

LOOKING FOR ONLY CURRENT ARIZONA RESIDENTS.

City of Phoenix - IT - User Technology Specialist - 151984 (100% Onsite)

Closing Date : 12 / 4 / 2025 @ 2 PM

100% Onsite

Water Services Department has a vacancy for a User Technology Specialist (UTS). This position has the following essential functions :

  • User Onboarding & Access Setup
  • Create and configure new user accounts in Active Directory (AD), email, and other enterprise systems.
  • Set up user profiles, permissions, and security groups according to role-based access policies.
  • Provision hardware and software for new employees, including desktops, laptops, and mobile devices.
  • Conduct initial orientation on IT policies, tools, and system access

2. Active Directory & User Group Management

  • Maintain and update groups, and organizational units in AD.
  • Assign and adjust group memberships for access to applications, file shares, and network resources.
  • Apply security standards and ensure compliance with organizational IT policies.

    • 3. Ticket Management & Initial Triage

  • Monitor and respond to incoming support tickets through the IT service desk system.
  • Perform first-line troubleshooting for desktops, laptops, printers, mobile devices, and Office 365 tools.
  • Escalate complex or unresolved issues to higher-tier support teams with detailed documentation.
  • Track ticket progress to ensure timely resolution and customer satisfaction.

    • 4. Technical Support & Troubleshooting

  • Diagnose and resolve common issues related to user login, connectivity, and software errors.
  • Assist with printer setup, basic networking, and mobile device configuration.
  • Support Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint, etc.).

    • 5. Ticket Documentation & Reporting

  • Document troubleshooting steps, resolutions, and user interactions in the ticketing system.
  • Develop and maintain process documents
  • Maintain accurate records of recurring issues to support trend analysis and process improvements.
  • Provide feedback to IT leadership on ticket volume, patterns, and areas requiring additional resources.

    • 6. Collaboration & Continuous Improvement

  • Work closely with system administrators and higher-level support staff on escalated issues.
  • Suggest process improvements for onboarding, access management, and ticket handling.
  • Stay current with updates to operating systems, productivity tools, and IT security best practices.

    • 7. Desktop & Laptop Support

  • Diagnose and resolve hardware and software issues on desktops and laptops.
  • Perform routine maintenance, updates, and patching.
  • Configure, image, install, update and / or load operating system and applications.

    • 8. Network Connectivity

  • Troubleshoot wired and wireless network connection issues for end-users.
  • Set up and troubleshoot printers, scanners, webcams, and other peripherals.
  • Manage docking stations, monitors, keyboards, and other user accessories.
  • Replace and repair hardware components when necessary.

    • 9. User Support & Customer Service

  • Provide clear, courteous, and professional communication with users
  • Maintain accurate and timely records of support requests and resolutions
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