Technical Support Specialist (Advanced / L2)

Diversified Services Network, Inc. (DSN) is seeking a full-time Technical Support Specialist (Advanced / L2) to join our team in Tucson, AZ! We offer full benefits, PTO, 401k, and more! If you're looking to grow your technical career within an extremely reputable, stable Fortune 500 company - let's talk!

This resource will provide advanced technical support for enterprise mining systems, serving as a dedicated DSS resource responsible for rapid triage and resolution of complex issues. This role offers hands-on experience with internal platforms while playing a critical part in maintaining system reliability through weekend coverage and high-impact troubleshooting.

JOB RESPONSIBILITIES :

• Serve as a dedicated DSS resource, handling incoming cases with urgency and precision
• Provide consistent, responsive support for DSS-related issues, including coverage during non-standard hours
• Deliver weekend hotline support (Wednesday–Sunday, 7:00 AM – 3:30 PM) to maintain uninterrupted service operations
• Perform DSS-related tasks including password resets, ECM allocations, and blackbox conversions
• Ensure timely triage and resolution of technical issues through strong case management practices
• Proactively manage and prioritize tickets to reduce backlog and improve response times
• Leverage strong knowledge of DSS systems to drive efficient and accurate issue resolution
• Contribute to overall help desk efficiency, reliability, and continuity of service

Requirements

• Associate’s in technology or equivalent AND 5+ years technical experience with troubleshooting and root cause analysis
• Strong understanding of network protocols, configurations, and troubleshooting techniques.
• Proficiency in managing Windows environments including user accounts, permissions, and system updates.
• Ability to quickly identify, diagnose, and resolve technical issues across hardware and software platforms.
• Advanced troubleshooting and root cause analysis capabilities to resolve complex technical problems and prevent recurrence.
• Log crawling and ability comb though large datasets.
• A fundamental understanding of SQL
• A basic understanding of scripting or programing with the ability to identify and follow syntax.
• Excellent customer service orientation, with a focus on clear communication, empathy, and responsiveness to user needs.
• Ability to work collaboratively in a team environment and maintain professionalism under pressure.
• Strong organizational and time management skills to handle multiple tasks effectively.

Benefits

• 401(k)
• Dental insurance
• Vision Insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid Holidays

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