IT Support Specialist II

We're excited to provide the best education in the best environment to our students!
AMS Impact Group
IT Support Technician II
Reports To: IT Manager
Location: Tempe, Arizona – Hybrid
Employment Classification: Full-Time
Compensation: $55,000–$59,000 annually
Position Summary
AMS Impact Group (AIG) supports the Academies of Math and Science (AMS), a growing network of high-performing K–8 public charter schools committed to providing rigorous, STEM-focused education to students in historically underserved communities.
AIG is seeking an experienced Tier 2 IT Support Technician to provide advanced technical support to AIG employees, AMS campus staff, and the broader network. This position serves as a primary escalation resource for Tier 1 IT technicians, resolving complex technical incidents that require deeper troubleshooting expertise and independent problem-solving.
The Tier 2 IT Support Technician will troubleshoot hardware, software, identity, endpoint, and network issues; support systems and infrastructure projects; and help maintain reliable, secure technology services. This role also provides technical guidance to Tier 1 technicians, improves troubleshooting practices, and supports consistent IT service delivery across AIG and AMS locations.
The ideal candidate combines strong technical expertise with excellent customer service, sound judgment, thorough documentation, and the ability to manage competing priorities in a fast-paced, multi-site environment.
Key Responsibilities
Tier 2 Technical Support & Escalation
Serve as a primary escalation resource for Tier 1 IT technicians, resolving complex incidents and service requests.
Provide direct technical support to AIG employees, AMS campus staff, school leaders, and authorized users.
Troubleshoot issues involving Windows, ChromeOS, iOS, Android, classroom technology, printers, phones, audiovisual equipment, user accounts, and access permissions.
Investigate operating systems, application, hardware, authentication, configuration, and network connectivity issues to identify root causes and implement lasting solutions.
Use remote support tools and on-site diagnostic methods to resolve incidents and validate service restoration.
Manage assigned tickets through resolution, including prioritization, status updates, documentation, and escalation when vendor or higher-level engineering support is required.
Provide Tier 1 technicians with troubleshooting guidance, diagnostic strategies, and resolution support.
Identify recurring incidents and recommend solutions to reduce repeat issues and improve service quality.
Systems, Identity & Network Support
Support Microsoft 365 and Google Workspace services, including account access, multifactor authentication, licensing, groups, shared resources, and common client issues within approved administrative permissions.
Troubleshoot TCP/IP, DNS, DHCP, Wi-Fi, switching, VLANs, printing, and basic email-delivery issues.
Collect logs and diagnostic evidence to investigate complex issues and support escalations.
Assist with endpoint configuration, patching, software deployment, device imaging, security tooling, and device lifecycle management.
Support campus technology systems and integrations while following change-control, security, and data-protection requirements.
Follow approved access controls and security practices to help maintain reliable technology environments.
IT Support & Network Operations
Provide technical support for AIG corporate and administrative technology needs, in addition to AMS campus users and systems.
Maintain technology readiness for staff onboarding, classroom instruction, assessments, campus events, and technology deployments.
Install, configure, replace, and validate computers, mobile devices, projectors, displays, phones, printers, and related peripherals.
Maintain accurate inventory, asset assignments, warranties, loaner equipment, spare stock, and disposal records.
Coordinate with AIG departments, campus leadership, teachers, vendors, and central IT resources to minimize downtime.
Support technology deployments, device refreshes, network upgrades, security initiatives, and campus openings.
Provide support across multiple locations based on organizational needs.
Tier 1 Technical Guidance & Team Collaboration
Provide technical guidance and knowledge-sharing support to Tier 1 technicians without assuming formal supervisory responsibility.
Help Tier 1 staff strengthen troubleshooting methods, identify root causes, and determine when escalation is appropriate.
Share documented solutions and effective troubleshooting practices to improve consistency across the network.
Support ticket handoffs and knowledge transfer to ensure timely resolution and clear communication.
Collaborate with IT leadership to identify training needs and improve service delivery.
Documentation, Projects & Continuous Improvement
Create and maintain knowledge-based articles, troubleshooting guides, diagrams, configuration records, and resolution notes.
Document technical investigations, root causes, corrective actions, and repeatable solutions.
Recommend process, configuration, training, and equipment improvements based on recurring issues.
Participate in infrastructure upgrades, device refreshes, security initiatives, and technology projects.
Follow established IT procedures, security standards, and change management practices.
Perform other IT-related duties as assigned.
Required Qualifications
Education & Experience
Minimum of 2 years of progressively responsible IT support, help desk, desktop support, or field support experience.
Demonstrated experience resolving escalated hardware, software, identity, access, printing, and network connectivity issues.
Hands-on experience supporting Windows and ChromeOS, with working knowledge of iOS and Android.
Working knowledge of Microsoft 365 and Google Workspace administration and end-user support.
Practical understanding of TCP/IP, DNS, DHCP, Wi-Fi, switching, VLANs, and common troubleshooting tools.
Experience using an IT service management or ticketing platform and maintaining complete ticket documentation.
Ability to provide technical guidance to Tier 1 technicians and collaborate on complex incidents.
Ability to work independently, manage competing priorities, and support multiple departments and locations.
Ability to travel locally between AMS and AIG locations when required.
Ability to perform physical activities associated with deploying, installing, and moving standard IT equipment.
Knowledge, Skills & Abilities
Strong troubleshooting, root-cause analysis, and technical problem-solving skills.
Ability to investigate complex incidents using diagnostic tools, logs, and structured testing.
Understanding of endpoint support, identity and access troubleshooting, productivity platforms, and network issues.
Ability to determine when to resolve an issue independently and when to escalate.
Strong communication and customer service skills, including explaining technical issues to non-technical users.
Ability to guide Tier 1 technicians and share technical knowledge effectively.
Strong organization, prioritization, accountability, and follow-through.
Commitment to confidentiality, information security, and approved IT procedures.
Ability to collaborate effectively in a hybrid work environment.
Preferred Qualifications
Experience supporting technology in a K–12 school, charter network, or multi-site organization.
Experience supporting corporate or central-office IT functions.
Experience with endpoint management, software deployment, device imaging, asset management, and security platforms.
Experience supporting printers, audiovisual systems, VoIP phones, classroom displays, and testing environments.
Industry certification such as CompTIA A+, CompTIA Network+, Microsoft 365 Certified: Endpoint Administrator Associate, Google IT Support Professional Certificate, or equivalent.
Experience developing knowledge-based articles, standard operating procedures, or technical documentation.
Experience mentoring Tier 1 technicians or providing technical escalation support.
Familiarity with IT service management, incident prioritization, root-cause analysis, and continuous improvement.
Core Competencies
Advanced technical troubleshooting
Tier 1 technical guidance and knowledge sharing
Ticket ownership and prioritization
Customer service and communication
Security and documentation
Cross-functional collaboration
Working Conditions
Full-time hybrid position based in Tempe, Arizona.
Standard schedule includes three days in the office and two days remote, coordinated with IT leadership.
On-site work outside the regular schedule may be required for critical incidents, deployments, or business needs.
Regular use of computers, diagnostic tools, and IT service management platforms.
Interaction with AIG employees, campus staff, school leaders, Tier 1 technicians, vendors, and technical teams.
May require moving and set