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IT Operations Specialist II in Phoenix, AZ at HSAG

Date Posted: 6/27/2018

Job Snapshot

Job Description

Responsible for supporting the organization via the Service Desk by assisting the user community and maintaining the existing Cisco IP Telecommunications environment and LAN/WAN infrastructure, including identifying and resolving Telephony and Network, hardware and software malfunctions. Performing all activities associated with PC imaging, configuring, installing, supporting and maintaining a wide range of IT hardware, software and services. This position requires excellent hardware and software troubleshooting skills, general networking knowledge, ability to follow directions, communicate effectively, capability to be a self-starter, and a passion for working in IT. Support.  Proficient in Cisco Call Manager, and Call Center Express as well as Windows 10, Microsoft Office 2016, Exchange 2016, MACs, network printers and network desktop connectivity.  Conduct throughput analysis and network problem-solving.  Participate in various Telephony and Networking projects intended to improve/upgrade the overall infrastructure.  Schedule requires After-Hours on-call support and requires flexibility in standard work hours to accommodate special projects requiring after-hours deployment of equipment.


  • Start Service Desk shift on time and Answer support phone calls daily.
  • Image desktops and laptops for onsite and remote users.
  • Deploy laptops, desktops, docks, monitors, IP phones and other misc. IT equipment.
  • Assist users in resolving computer hardware and software issues.
  • Ensure quick response times to facilitate maximum uptime for all users and systems.
  • Configure, deploy, fix, and provide troubleshooting support based on either documented procedures or directive for the following hardware and software: Desktop, Laptop, and multifunction printers, telecommunication systems – wired, wireless and cellular including iPhones and iPads.
  • General IT administration functions such as password resets.
  • Assist users with supported software and hardware with the approach of understanding of technology from a user’s perspective while providing an expert level of support.
  • Escalate unknown/unsolved issues to appropriate internal or external support resources.
  • Discuss with users’ best practices for PC maintenance and performance.
  • Maintain, track, and control related inventory.
  • Cisco IP Telephony Call Manager, UCCX and Unity Connections Administration.
  • Active Directory user account creation and permissions.
  • Exchange 2016 user account creation and permissions.
  • Mail flow troubleshooting and message tracking.
  • Data cabling troubleshooting, terminations, and punch down.
  • Intermediate analytical and problem-solving skills.
  • Ability to take direction from senior team members.
  • Quick learner, creative, analytical thinking, resourceful and able to work independently.
  • Good communication skills.


To function in this position successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Requirements


Associate’s Degree and five years of relevant experience. 


Demonstrated skills in information systems devices.


Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence and to speak effectively before groups of customers or employees of the organization.


Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area and volume and the ability to apply concepts of basic algebra and geometry. 


Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; the ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.


The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this position, the employee is regularly required to use hands and fingers to handle or feel; to reach with hands and arms and to talk and hear.  The employee is frequently required to stand, walk and sit and must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities are required by this job including close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

WORK ENVIRONMENT                                

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.


This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the position. While this is intended to be an accurate reflection of the current position, management reserves the right to revise the position or to require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, workload, rush jobs, technological developments, or priorities).

HSAG is an EEO Employer of Veterans protected under Section 4212.

If you have special needs and require assistance completing our employment application process, please feel free to contact us.

EOE M/F/Disability/Veteran.