Job Description
Job DescriptionWe are looking for an experienced Help Desk Analyst II to join our team in Orem, Utah. In this Contract-to-permanent position, you will handle advanced technical support tasks, ensuring efficient resolution of escalated issues and maintaining the overall functionality of IT systems. This role offers an excellent opportunity to contribute to a dynamic IT environment while developing your expertise in system troubleshooting and user support.
Responsibilities:
• Provide advanced technical assistance for hardware, software, and network-related issues escalated from Level 1 support.
• Manage and prioritize support tickets using a help desk system, ensuring timely updates and resolutions.
• Collaborate with Level 3 support teams or external vendors to address unresolved technical challenges.
• Perform routine system maintenance, including updates, patches, and configurations to optimize performance.
• Develop and maintain technical documentation, user guides, and FAQs to support knowledge sharing and self-service.
• Mentor Level 1 support staff by offering guidance on troubleshooting techniques and best practices.
• Ensure compliance with IT security policies during all support and maintenance activities.
• Utilize remote support tools to assist end-users effectively, minimizing downtime.
• Contribute to the continuous improvement of help desk processes and workflows.
• Monitor system performance and proactively identify potential issues to prevent disruptions.• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or equivalent experience.
• At least 2-4 years of experience in a help desk or technical support role, with a minimum of 1 year in Level 2 support.
• Proficiency in Windows 10 and macOS operating systems.
• Hands-on experience with Active Directory and Microsoft 365.
• Solid understanding of networking concepts such as IP configurations and DNS.
• Skilled in using ticketing systems like ServiceNow or Zendesk.
• Ability to troubleshoot and resolve basic to complex IT issues efficiently.
• Strong communication skills to interact effectively with users and team members.