Business Solutions Specialist

Job Title: Business Solutions Specialist

Wage: Starting at $28.50 per hour, DOE

Department: Business Services

FLSA Status: Non-Exempt

Reports To: Business Services Supervisor

Location: Willcox

Purpose of Position

The Business Solutions Specialist provides managed IT support and serves as a primary technical resource for business customers by assessing needs, recommending technology solutions, configuring and maintaining systems, and providing direct technical support and troubleshooting to customers. The position supports routers, switches, firewalls, servers, Wi-Fi systems, computers, software, and related network equipment to identify and resolve technical issues and ensure reliable performance. The Specialist works closely with the Business Sales Specialist during customer discovery and technical scoping to develop solution recommendations, network layouts, security and configuration requirements, and technical details needed for accurate quotes and service proposals. The position also provides technical direction and support to field technicians during installations, activations, upgrades, and service resolution and may provide onsite assistance when advanced technical expertise is needed. Strong technical and problem-solving abilities, customer service skills, and the ability to clearly communicate technical information to customers and team members are essential for success in this position.

Duties and Responsibilities (May include but are not limited to the following. Other duties may be assigned).

Actively encourages teamwork, open communication, and cooperative interactions by promoting a positive work environment that reflects the company’s mission, values, and management goals.

Provides managed IT support for business clients by configuring, maintaining, securing, documenting, and troubleshooting networks, routers, switches, firewalls, servers, Wi-Fi, PCs, software, hosted voice components, and related equipment.

Diagnoses and resolves advanced hardware, software, network, firewall, server, connectivity, Wi-Fi, performance, and security issues through remote or onsite support, maintenance, testing, updates, user support, and escalation when needed.

Oversees deployment readiness and ongoing support for PCs, software, layer 2/3 switches, routers, firewalls, servers, and wireless networks to ensure solutions are configured, secure, supportable, and customer-aligned.

Assists with customer needs assessments, site visits, discovery discussions, technical recommendations, quotes, and scopes of work.

Provides direct technical support and troubleshooting to business customers by diagnosing and resolving hardware, software, network, Wi-Fi, connectivity, and managed IT service issues remotely or onsite as needed, while keeping customers informed throughout the resolution process.

Develops and communicates technical plans, network layouts, equipment recommendations, labor considerations, and installation requirements aligned with customer needs, security best practices, and company standards.

Supports field technicians during installations, activations, upgrades, and troubleshooting by providing technical direction, approved configurations, job details, escalation support, and onsite assistance when needed.

Works with business clients to understand operational needs, explain technical information clearly, and recommend effective managed IT solutions.

Manages assigned service tickets and work orders by contacting customers, providing arrival and status updates, documenting troubleshooting, and resolution details, escalating complex issues, and completing accurate closeout.

Maintains technical documentation, including network layouts, configuration notes, IP and equipment information, security considerations, troubleshooting records, service activity, customer communications, quotes, scopes of work, implementation, and managed IT support records.

Protects customer and company information by following confidentiality, cybersecurity, company policy, and industry standard requirements.

Coordinates with Business Services, technical operations, customer service, and internal teams to deliver practical, supportable solutions aligned with customer expectations.

Maintains clean, organized, and professional customer locations, company facilities, vehicles, and job sites.

Adapts to changing customer needs, technologies, work environments, and departmental priorities.

Qualifications

Computer Experience: Working knowledge of personal computers, email, word processing, databases, spreadsheets, and related business applications. Demonstrated experience supporting managed IT services, network equipment, firewalls, Wi-Fi systems, hosted voice or telecommunications services, job-planning tools, or customer relationship management systems is required. A working understanding of the Open Systems Interconnection (OSI) model, particularly Layers 1–3, is preferred.

Planning/Organization: Ability to prioritize, handle multiple tasks and organize assignments simultaneously.

Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, procedure manuals, technical specifications, customer requirements, scopes of work, and service agreements. Ability to write routine reports, correspondence, job planning notes, and technical support information for customer solutions. Ability to communicate effectively with customers, employees, sales staff, vendors, and management, including the ability to explain technical information in clear, customer-friendly terms. Bilingual in English and Spanish is desirable.

Mathematical Skills: Ability to add and subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratios, and percents and to draw and interpret graphs.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Certificates/Licenses

A valid driver’s license issued by the state in which the employee resides.

Education and/or Experience

High school diploma or General Educational Development (GED) certificate required.

Physical Activity Level

Stand: 1/3 to 2/3 of the time.

Walk: 1/3 to 2/3 of the time.

Sit: 1/3 to 2/3 of the time.

Use of hands to handle or feel: More than 2/3 of the time.

Reach with hands and arms: More than 2/3 of the time.

Climb or balance: 1/3 to 2/3 of the time.

Stoop, kneel, crouch or crawl: 1/3 to 2/3 of the time.

Talk or hear: More than 2/3 of the time.

Push or pull: 1/3 to 2/3 of the time.

Drive: 1/3 to 2/3 of the time.

Keyboarding: More than 2/3 of the time.

Ability to lift and/or carry up to 10 pounds: More than 2/3 of the time.

Ability to lift and/or carry up to 25 pounds: 1/3 to 2/3 of the time.

Ability to lift and/or carry up to 50 pounds: Less than 1/3 of the time.

Work Environment

Work near moving mechanical parts: Less than 1/3 of the time.

Fumes or airborne particles: Less than 1/3 of the time.

Toxic or caustic chemicals: Less than 1/3 of the time.

Work in high, precarious places: Less than 1/3 of the time.

Outdoor weather conditions: 1/3 to 2/3 of the time.

Risk of electrical shock: 1/3 to 2/3 of the time.

Working Conditions

Primarily works in a well-lighted, heated and/or air-conditioned indoor office or technical work environment with adequate ventilation. The position will require customer site visits, job site walk-throughs, company facility visits, or onsite support, where the employee may be exposed to outdoor weather conditions, equipment areas, tight spaces, ladders, and moderate noise levels. Must be able to operate a motor vehicle and occasionally lift or carry equipment up to 50 pounds.

Environment: