Help Desk Analyst- Tier II

Location: Must be able to be on site in Tempe, AZ Monday-Friday for project execution.

Years’ Experience: 5+ Years of experience.

Education: Bachelor’s degree in information technology or equivalent experience.

Clearance: Applicants must be able to obtain and maintain a Public Trust security clearance. United States Citizenship is required as part of the eligibility criteria to be able to obtain this type of security clearance.

Key Skills:

• Tier 2 help desk analyst support required providing deeper level support for technical issues.
• Tier 2 Help Desk support with Webinar Administration and Support, Video teleconferencing management and support, audio bridging, Audio/Visual conferencing setup and support, cellular mobile device (handhelds, tablets, and hotspots) setup and support, asset management, print management, and Voice over Internet Protocol (VoIP) management and support.
• Develop and maintain ServiceNow workflows, dashboards, and incident records.
• Support Power BI reporting and remote automation tasks.
• Ensure patching, compliance, and configuration baselines are maintained across systems.

Responsibilities

• Provide Tier 2 Help desk support to end users and manage complex issues that require specialized knowledge and skills to troubleshoot and resolve issues related to software, hardware, and network systems.
• Serve as the on-site technical liaison for all IT operations.
• Perform advanced diagnostics and remediation for workstation, server, and endpoint issues.
• Provide full range of Unified Communications and Collaboration (UCC) support in response to ticketed requests and troubleshooting that includes supporting:
• Webinar Administration and Video teleconference management.
• Audio/Visual Conferencing Setup and Voice over Internet Protocol (VoIP) management.
• Cellular mobile device (handhelds, tablets, and hotspots) Setup.
• Asset management.
• Mobile device management (Intune).
• Will use NCUA-provided Interactive Voice Response (IVR) and Automated Call Distributor (ACD) software, hardware, and associated licenses.
• Support Microsoft 365 applications (Outlook, Teams, SharePoint, Intune) and manage endpoint provisioning.
• Perform account maintenance, including user moves, adds, changes, provisioning and administration in Active Directory and Entra ID.
• Develop and maintain ServiceNow workflows, dashboards, and incident records.
• Support Power BI reporting and remote automation tasks.
• Ensure patching, compliance, and configuration baselines are maintained across systems.
• Create and provide user documentation in the form of how-to guides and instruction manuals.
• Create and disseminate Help Desk service information impacting NCUA users (outages, maintenance, new services, etc.).
• Participate in contingency planning, surge support, and disaster recovery exercises.
• Respond to and manage multiple alternative communications channels, including voice messages, email, and intranet portal self-service requests.
• Provide VIP “white-glove” support and coordinate executive event technology needs.
• Track, manage, and provide monthly update on Help Desk utilization.
• Monitor local network performance and assist with datacenter appliance support under Tier 3 direction.
• Resolve VPN, wireless, and remote connectivity issues; escalate firewall and routing problems to Tier 3.
• Conduct and participate in post-incident retrospectives and issuing Root Cause Analyses.
• Attend project provided training as requested.
• Will always maintain a high level of customer satisfaction and professionalism.

Qualifications

• Must be able to obtain and maintain a Public Trust security clearance.
• 5+ years professional experience providing Tier 2 Help Desk experience.
• Bachelor’s degree in information technology or equivalent experience.
• Must be onsite in Tempe, AZ Monday-Friday from 9:00am-5:00pm PST for project execution.
• Preferred that candidate possess one of the following certifications:
• Microsoft Certified: Azure Administrator or Modern Desktop Administrator.
• Microsoft Teams Voice Engineer Expert.
• Microsoft Power Platform App Maker.
• Cisco CCNA or CCNP.
• ITIL v4 Foundation.
• ServiceNow Administrator.
• Experience providing support for major and business productivity applications, which include but are not limited to: Microsoft 365 suite (Outlook, Teams, SharePoint, Intune, Exchange Online).
• Experience providing Tier 2 help desk analyst support required providing deeper level support for technical issues.
• Prior Tier 2 Help Desk support in the following areas:
• Webinar Administration and Video teleconference management.
• Audio/Visual Conferencing Setup and Voice over Internet Protocol (VoIP) management.
• Cellular mobile device (handhelds, tablets, and hotspots) Setup.
• Asset management.
• Mobile device management (Intune).
• Experience with providing account maintenance, including user moves, adds, changes, provisioning and administration in Active Directory and Entra ID.
• ServiceNow Help Desk experience.
• Proven experience with VPN, wireless networking, and remote access tools.
• Proven experience resolving Tier 2 help desk tickets promptly and effectively.
• Scripting experience preferred (PowerShell, JavaScript).
• Familiarity Azure DevOps and CI/CD preferred.
• Strong troubleshooting and documentation skills.
• Customer service driven.
• Excellent written and verbal communication skills.
• Must be detail oriented.