<p>We are looking for a Help Desk Tier II Support specialist to support our client in Sandy, Utah in a contract capacity with the potential to become permanent. This role is ideal for someone who enjoys solving technical issues thoroughly, partnering with others when needed, and delivering a high level of service to end users. The position supports a mix of desktop, network, server, and virtualization-related incidents, with an emphasis on strong documentation, clear communication, and dependable ticket resolution.</p><p><br></p><p>Responsibilities:</p><p>• Investigate escalated support requests in depth, complete meaningful troubleshooting, and document all findings and actions before involving higher-tier technical teams.</p><p>• Diagnose connectivity problems across user devices, shared resources, and network paths, collaborating with infrastructure specialists to isolate root causes and restore service.</p><p>• Support incidents connected to VMware-based environments by identifying common virtualization issues and assisting with resolution of access, performance, and system availability concerns.</p><p>• Provide hands-on assistance with Windows desktop support, service desk requests, account access matters, and routine server-related issues affecting end users.</p><p>• Step in to manage Tier I workload during busy periods, helping maintain service levels while ensuring tickets continue to move toward resolution.</p><p>• Maintain accurate ticket notes, resolution details, and follow-up communication so cases are clearly tracked and efficiently handed off when necessary.</p><p>• Work through both Tier I and Tier II incidents with a focus on ownership, timely closure, and a positive support experience for internal customers.</p><p>• Travel on short notice when required to support business operations at domestic and international locations.</p>

<p>• 4+ years of experience in help desk, desktop support, or service desk environments with responsibility for Tier II issue resolution.</p><p>• College degree or diploma in information technology, computer systems, or a related technical discipline.</p><p>• Industry certification such as CCNA or a comparable technical credential relevant to support and infrastructure troubleshooting.</p><p>• Demonstrated ability to troubleshoot Windows systems, service desk tickets, and user-facing technical problems with minimal supervision.</p><p>• Working knowledge of network troubleshooting concepts, including end-to-end connectivity analysis and coordination with infrastructure teams.</p><p>• Familiarity with VMware and basic server support, including permissions, access issues, and general environment awareness.</p><p>• Strong written and verbal communication skills with the ability to create thorough support documentation and close tickets effectively.</p><p>• Valid passport and availability to travel within the United States and internationally on short notice.</p>

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