Job Description

Location: Phoenix with hybrid expectations of 75% on site and routine travel to our San Francisco office.

Who We Are:

BTS is a consultancy specializing in the people side of strategy. For over three decades we’ve been designing powerful experiences that have a profound and lasting impact on businesses and their people. We help the world’s leading companies turn strategy into results.

Our next-generation approach combines deep business knowledge with transformational development to help people and their company evolve together. We equip leaders for tomorrow, inspire new ways of thinking, and build critical capabilities through targeted interventions, including working sessions, workshops, offsites, and more.

What You’ll Do at BTS:

We are seeking a skilled and motivated IT Support Specialist to join our dynamic global IT support team. This individual will be responsible for providing advanced technical assistance, troubleshooting complex issues, and offering solutions for end-users within our organization. The ideal candidate will possess a strong technical aptitude, excellent problem-solving skills, and a passion for delivering exceptional customer service in a fast-paced environment.

Key Responsibilities:

• Technical Support & Troubleshooting:
  
  Provide support for hardware, software, network, and system-related issues. Resolve issues related to operating systems, applications, and internal tools in a timely and efficient manner.
• User Support & Training:
  
  Offer support to end-users via remote desktop, phone, or in-person, assisting with issues related to software installations, configurations, and general IT needs. Conduct basic user training on software and hardware tools, including new-hire orientations.
• Incident Management:
  
  Analyze and resolve complex technical problems in a professional and efficient manner. Document incidents and solutions in the ticketing system. Ensure that tickets are escalated appropriately when necessary.
• System Maintenance & Monitoring:
  
  Assist in the maintenance and upkeep of IT systems, servers, workstations, and network infrastructure as needed. Proactively monitor systems and perform routine checks to ensure optimal performance.
• Hardware & Software Setup:
  
  Support the installation, configuration, and maintenance of hardware such as computers, printers, network devices, and other peripherals. Install, upgrade, and patch software applications to ensure security and functionality.
• Collaboration with IT Team:
  
  Work closely with other IT team members and departments to provide consistent and high-quality support across the organization. Provide technical guidance and mentorship to junior staff when required.
• Documentation & Reporting:
  
  Maintain accurate documentation for troubleshooting procedures, software inventory, and IT infrastructure. Prepare regular reports on system performance and recurring issues.

What We’re Looking For:

Ability to periodically travel to other US offices. Eligibility to work in the US permanently without sponsorship is required

• Certifications (Preferred but not required):
  • CompTIA A+
  • CompTIA Network+
  • Microsoft Certified: Windows Server Fundamentals or related certifications
  • ITIL Foundation (desirable)
• Experience:
  • 2+ years of experience in IT support or a similar role, with a strong background in troubleshooting hardware and software issues.
  • Experience supporting Windows & macOS environments.
  • Experience with Active Directory, Exchange, and Office 365/Entra management.
  • Familiarity with networking concepts (DNS, DHCP, TCP/IP, VPN, etc.).

  • Experience leveraging AI-assisted tools (e.g., copilots, chatbots, or automation platforms) to enhance troubleshooting, streamline ticket resolution, and improve overall helpdesk efficiency.

• Technical Skills:
  • Advanced knowledge of desktop operating systems (Windows 10/11, macOS).
  • Proficiency in troubleshooting software and hardware issues.
  • Strong understanding of network protocols and services (e.g., TCP/IP, DNS, DHCP, VPN).
  • Familiarity with server administration, including backups, patching, and security protocols.
• Soft Skills:
  • Excellent communication and customer service skills.
  • Strong problem-solving abilities with a focus on delivering timely solutions.
  • Ability to work independently and as part of a global team.
  • Strong organizational and time-management skills, with the ability to prioritize and manage multiple tasks effectively.

Salary Information

Annual Salary Range: $60,000 - $70,000, commensurate with experience.