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1 result for Customer Service Representative in Layton, UT

Help Desk/Desktop Support Analyst

Draper, UT
onsite
Permanent
70000.00 - 80000.00 USD / Yearly
The IT Field Support Specialist II serves as a senior escalation resource within field IT operations, providing advanced Level 2 on-site support for assigned business units across corporate offices, regional facilities, and remote jobsites. This role is the primary escalation point from IT Field Support Technician I staff and is responsible for diagnosing and resolving complex technical issues that exceed Tier 1 scope. <br> Key Responsibilities Serve as the primary escalation point from IT Field Support Technician I staff, receiving and resolving complex tickets that exceed Tier 1 scope, and ensuring proper triage, documentation, and resolution or escalation to central IT as appropriate. Perform advanced on-site diagnosis and resolution of complex hardware, software, network, and application issues for workstations, mobile devices, printers, peripherals, VoIP systems, UPS devices, and specialty field technology including drones and IoT-connected devices; resolve issues that Tier 1 technicians cannot close. Manage and troubleshoot local network equipment including routers, switches, wireless access points, and firewall rules; support local server and backup systems; interpret technical SOWs and OEM documentation to resolve non-standard field issues with minimal central IT involvement. Deploy, configure, and manage workstations, mobile devices, plotters, networked printers, and enterprise software using Intune and MDM platforms Mentor and provide technical guidance to IT Field Support Technician I staff; act as the defined escalation path for all Tier 1 field tickets; develop entry level technicians’ skills through hands-on coaching, knowledge transfer, and SOPs; manage escalation queue and ensure SLA compliance. Interface directly with central IT teams (Infrastructure, Applications, Cybersecurity), IT management, and vendors for complex escalations, active projects, site mobilizations/demobilizations, and outstanding district issues; serve as the business unit technical liaison for IT leadership. Maintain accurate asset inventory for assigned district, ensure all customer interactions are logged as ITSM tickets
2026-04-08T01:04:12Z