***Submit your resume in English*******We are looking for a Network & VoIP Helpdesk Technician with hands-on telecom experience. Candidates must have real-world experience troubleshooting VoIP systems, SIP trunks, routers, switches, and WiFi networks. The role involves resolving call quality issues, connectivity problems, and basic network incidents in a live environment. Must be comfortable handling calls with commercial customers. **About the Role:** As a Network & VoIP Helpdesk Technician, you will serve as the first-line technical support for our clients, handling inbound and outbound calls and support tickets. You will diagnose and resolve common issues and ensure a positive customer experience through clear communication and structured troubleshooting. **Key Responsibilities of a Network & VoIP Helpdesk Technician** - Provide **helpdesk support for VoIP phone systems and internet connectivity** - Respond to **client calls, emails, and support tickets** - Troubleshoot **VoIP call quality issues, phone registration, and connectivity problems** - Diagnose and resolve **network-related issues involving routers, switches, firewalls, and WiFi devices** - Assist with **PBX configuration changes** such as extensions, call routing, and IVR (call tree) setup - Support **phone number porting and service provisioning for new clients** - Configure and provision **VoIP phones and networking equipment** - Document troubleshooting steps and **update support tickets accurately** - Escalate complex issues to senior engineers when necessary - Follow up with clients to ensure issues are **fully resolved.** Tools & Technologies We Use - Cradlepoint - Ubiquiti - Meraki - Grandstream IP Phones - Vivant Proprietary PBX - Utiliko Business Management System **Common Issues You Will Troubleshoot:** - VoIP phone registration issues - IVR / call tree configuration - Poor audio quality or dropped calls - Network connectivity affecting SIP/RTP traffic - Firewall configuration and NAT traversal issues - Internet connectivity problems

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are seeking a Helpdesk Manager to lead and manage our internal IT support operations for a fully remote workforce. This role will be responsible for overseeing the helpdesk ticketing system, supporting employees with technical issues, managing IT processes, and ensuring our distributed team has the tools and systems needed to work effectively. The ideal candidate is self-starting, highly organized, customer-focused, technically capable, and experienced in supporting remote organizations. Key Responsibilities - Manage and prioritize incoming helpdesk tickets and ensure timely resolution of employee support requests. - Provide technical support to internal users across hardware, SaaS tools, identity management, and collaboration platforms. - Administer and maintain identity and access management systems (e.g., JumpCloud, Okta, Google Workspace, etc.). - Oversee onboarding and offboarding processes including device provisioning, account setup, and access management. - Manage Mac and Windows device lifecycle, including provisioning, security policies, and troubleshooting. - Maintain documentation for IT policies, troubleshooting guides, and internal knowledge base articles. - Monitor and improve helpdesk performance metrics such as response times, resolution times, and ticket backlog. - Coordinate with engineering, security, and operations teams to resolve cross-department technical issues. - Manage vendor relationships for IT tools, software licenses, and equipment procurement. - Implement and maintain security best practices for a distributed workforce. - Continuously improve internal IT systems, automation, and support workflows. Qualifications - 5+ years of experience in IT support, helpdesk management, or systems administration. - 5+ years of experience providing support for a Google Workspace based organization. - 3+ years of experience working with Apple Business Manager. - Experience supporting remote or distributed organizations. - Experience implementing MDM solutions for remote device management (JumpCloud, Jamf). - Strong experience with MacOS, Windows and common business SaaS tools. - Experience with helpdesk ticketing platforms (Asana, Jira Service Management, Zendesk, Freshservice, etc.). - Experience managing identity and device management platforms (JumpCloud, Google Workspace, etc.). - Strong troubleshooting skills across hardware, networking, and SaaS applications. - Excellent communication skills with the ability to support non-technical users. - Highly organized with the ability to prioritize and manage multiple requests simultaneously. - Must be comfortable working in US hours at least till 5 pm EST. Preferred Qualifications - Familiarity with security frameworks and access management best practices. - Experience working in high-growth technology companies or startups. - Knowledge of automation tools such as Zapier, scripting, or workflow automation.

Description Position Overview The IT Support Engineer III is a senior technical role responsible for advanced troubleshooting, complex escalations, and project execution across nationwide client environments, with a strong emphasis on healthcare and dental IT systems. Key Responsibilities & Daily Tasks - Handle advanced escalations from lower-level engineers - Diagnose and resolve complex server, networking, and infrastructure issues - Support healthcare and dental software applications and imaging systems - Lead and execute infrastructure, cloud, and security projects - Act as a senior technical advisor to clients - Maintain detailed technical documentation and system diagrams Requirements Required Skills & Qualifications - 5 or more years of IT support experience - Advanced expertise in Windows Server, Microsoft 365, and networking - Strong project execution and communication skills Preferred Qualifications - Healthcare or dental IT experience - Advanced PowerShell or scripting knowledge - macOS and iOS support experience Benefits & Perks - Paid Time Off program in accordance with company policy - Company-observed paid holidays - Health insurance options available to eligible employees - CrewHu employee recognition and rewards program - $50 monthly cell phone stipend - Company-provided equipment and tools - Ongoing training and professional development opportunities

DEPT OF REVENUE Funding Arizona’s future through excellence in innovation, exceptional customer service and public servant-led continuous improvement. All Arizona State employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government. Our goal is for every ADOR team member to reflect on individual and team performance, reduce waste, and commit to continuous improvement with sustainable progress. Through AMS, every ADOR team member seeks to understand customer needs, identify problems, improve processes, and measure results. Senior Manager, IT Customer Support Job Location: Address: 1600 W Monroe Street, Phoenix AZ 85007 Posting Details: Salary: $116,600 |Grade: 30 |Closing Date: Open until filled Job Summary: The Senior Manager, IT Customer Support leads and manages all aspects of customer-facing IT services for the Arizona Department of Revenue (ADOR). This includes overseeing the IT Service Desk, desktop support operations, and client device management across the agency. Responsible for driving continuous improvement, maturing IT service management (ITSM) processes, and ensuring IT customer support services are highly efficient, reliable, and directly integrated with the CISO's security initiatives to protect sensitive taxpayer data and agency assets. This position has one supervisory direct report who oversees a team size of 7 to 8 individual contributors in IT Service Desk and System Administration roles. This position may be available for remote work within Arizona (# days per week in the office/hoteling). The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance. Job Duties: Supervisory Carries out supervisory responsibilities in accordance with ADOR’s core values, agency policies, applicable standard work, and applicable laws Talent Management In collaboration with the Assistant Director/Chief Information Officer and Talent, develops and executes a plan for retaining and developing talent to meet current and future business objective Strategic Alignment & Operational Management - In collaboration with the Assistant Director/Chief Information Officer, sets and implements the ADOR IT Customer Service strategic direction ensuring alignment with the agency's overall IT and business strategies - Serves as the escalation point and primary interface between executive business leadership and IT operations for major service interruptions or chronic issues - Manages the annual budget for the IT Customer Support division, ensuring efficient allocation of resources and maximizing return on technology investments to including managing vendor relationships, and negotiating service contracts for technology and support tools - Provides technical leadership for the desktop support team on complex issues - Oversees desktop infrastructure like hardware, software, and security - Ensures effective end-user communication for all scheduled IT changes, maintenance, and major service updates; and that resolution of end-user issues is timely, effective, and empathetic - Establishes, monitors, and reports on key performance indicators (KPIs) and service level agreements (SLAs) for service desk, desktop support, and client services - Drives the maturity of IT Service Management (ITSM) processes, particularly Incident Management, Request Fulfillment, Knowledge Management, Automation, and utilization of modern frameworks that adapt to the changes on the horizon as pertains to ADOR’s tax accounting system modernization (STARS) program - Oversees the life cycle management of all end-user devices (desktops, laptops, mobile devices) and software distribution, ensuring security and compliance with state standards - Maintains an accurate inventory of hardware and software assets and ensure compliance with licensing agreements - Drives process improvement & technology evolution to include: Security Focus and CISO Partnership - Serves as the CISO’s front-line partner for endpoint security, ensuring immediate communication and coordinated response to security incidents originating at the endpoint. - Leads end-user security awareness and compliance by working with the CISO team to implement and enforce security policies (e.g., Multi-Factor Authentication (MFA), least-privilege access, acceptable use). - Manages and optimizes security-critical tools utilized by the support team, including Endpoint Detection and Response (EDR) systems, identity and access management (IAM) platforms, and enterprise encryption software. - Establishes and continually refines the Security Incident Triage Process within the Service Desk, ensuring all support staff are trained to recognize, prioritize, and escalate potential security threats immediately to the CISO’s Security Operations Center (SOC). - Ensures all desktop and client deployment images and processes adhere strictly to the agency’s security baselines and configuration hardening standards Agency/Department Compliance & Continuous Improvement Projects Engagement Knowledge, Skills & Abilities (KSAs): Education & Experience - Any combination that meets the knowledge, skills and abilities (KSA); typical ways KSAs are obtained may include but are not limited to: a relevant degree from an accredited college or university such as a Bachelor’s Degree (e.g., B.A), training, coursework, and work experience relevant to the assignment. - Minimum eight (8) years of related progressive experience in Information technology - Minimum of three (3) years management and supervision experience overseeing IT service desk, help desk, or technical support operations for an organizational workforce size of 1,000 + - Previous experience in developing and managing ITIL-based ITSM processes (Incident, Request, Knowledge Management); and implementing a Virtual Desktop Environment Knowledge/Understanding - Broad and generally deep understanding of all facets of management and leadership, as well as a vision for the IT customer support function - Thorough working knowledge of most infrastructure technologies and in-house developed applications utilized in the enterprise - Thorough working knowledge of the organization’s methodologies and tools, policies and procedures - Thorough working knowledge of interrelationships among various internal and external organizational functions - Strong understanding of client operating systems (Windows, macOS), enterprise networking, security best practices, and remote support technologies; and the available technologies to implement a Virtual Desktop Environment Skills - Excellent verbal, written, and listening communication skills - Excellent interpersonal skills and demeanor - Strong organization and time management skills with the ability to manage multiple projects simultaneously and work in high-pressure situations - Effective project management skills with the ability to lead, direct the work of teams without formal supervisory authority - Proficient in the use of a PC in a Windows environment; in the use of the Internet; in the use of MS Office Applications such as Word and Excel, PowerPoint; and in the use of Google Suite applications such as Gmail, Sheets, Docs, and Drive; and in the use of enterprise level ticketing systems. (e.g. Service Now, Cherwell. Solarwinds Web Help Desk) Abilities - Ability to clear a comprehensive background and clearance process that includes an Arizona tax compliance verification, and a criminal background check through the FBI via level one fingerprint clearance through the Arizona Department of Public Safety - Ability to contribute to and execute strategic plans, manage budgets, and report performance metrics to executive leadership - Ability to work with a high degree of autonomy and also participate collaboratively as part of a team - Ability to work in a confidential manner, ensuring information is shared with internal and external individuals in an appropriate manner - Ability to build, motivate, engage, develop/grow, and retain a high performing team - Ability to understand and solve problems by applying intermediate analytical skills to include collecting all the relevant information and data needed to address the problem; organizing, classifying and synthesizing the data into fundamental issues; from the information, identifying the most probable causes of the problem; reducing the information down into manageable components; identifying the logical outcomes from the analyses of the data collected; and, identifying the options and solutions for addressing the problems analyzed. - Willingness and ability to embody ADOR’s core values of Do the Right Thing, Commit to Excellence, and Care About One Another Selective Preference(s): - Bachelor’s Degree in Information Technology, Computer Science, or a related field - Current ITIL Certification - Previous experience leading leaders - Prior experience working within a State or Local Government agency or other highly regulated environment - Experience with a modern Enterprise Service Management (ESM) platform (e.g., ServiceNow, Cherwell) - Experience with Continuous Improvement/Lean Pre-Employment Requirements: The final candidate will be required to abide by the the following pre-employment checks: -Employment Verification and Reference Checks -State and Federal Criminal Background Check, including fingerprinting -Arizona Tax Filing Records Check All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify). Benefits: The State of Arizona provides a world class comprehensive benefits package including: -Paid time off for holidays, sick days, annual leave, military leave, bereavement leave, and civic duty leave -Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program). -A robust and affordable insurance plan that includes medical, dental, vision, life insurance, short-term, and long-term disability options. -Higher education discounts for State employees and tuition reimbursement up to $5,250 per fiscal year, available to seek further career advancement or certification in Continuing Professional Education. -Work-life balance and additional options for life betterment such as the Infant at Work Program, State Wellness Program, Public Transit Discounts, Alternate Work Schedules, and Telework opportunities. By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion. Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page Retirement: Top ranked Arizona State Retirement System (ASRS) provides 100% employer matched contributions (enrollment eligibility will be effective after 27 weeks of State employment). ASRS provides a lifelong benefit based on years of service earned, or worked, and your ending salary. Learn more about ASRS at: https://www.azasrs.gov/content/new-and-prospective-members. Contact Us: If you have any questions, need assistance, or would like to request a reasonable accommodation, please contact the ADOR Talent Team at talentgroup@azdor.gov. *The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.