IT Service Desk Analyst - Tier II

Robert Half

Job Description

We are looking for an IT Service Desk Technician - Tier II to provide hands-on technical support for employees and contribute to day-to-day IT operations in Salt Lake City, Utah. This contract opportunity with permanent potential is ideal for someone who enjoys resolving user issues, supporting a broad range of devices and systems, and partnering with technical teams to improve service delivery. The role combines frontline troubleshooting with documentation, coordination, and participation in technology initiatives that strengthen the overall support environment.

Responsibilities:

• Deliver Tier II support for desktops, laptops, mobile devices, and related software across Windows, macOS, Android, and iOS platforms.

• Diagnose and resolve hardware, operating system, application, and connectivity issues, escalating high-impact incidents when broader business disruption is identified.

• Manage and document support activity through the ticketing system, ensuring requests, resolutions, and follow-up actions are accurately recorded.

• Assist users with account access, device configuration, and Microsoft environment support, including Active Directory, Entra ID, and Microsoft 365 tools.

• Create and maintain clear documentation for procedures, configurations, and business-related technical processes to support consistency and knowledge sharing.

• Support network-connected devices by troubleshooting basic TCP/IP and general connectivity issues affecting access to internet and corporate resources.

• 2+ years of experience in IT support, service desk, or desktop support roles with direct end-user interaction.

• Working knowledge of Active Directory, Entra ID, Microsoft 365 fundamentals, and security-minded support practices.

• Experience supporting and configuring Windows operating systems, PC workstations, and common hardware peripherals.

• Familiarity with imaging devices, hardware troubleshooting, and basic software problem resolution in a business environment.

• Understanding of networking fundamentals, including TCP/IP and basic troubleshooting for device and corporate network connectivity.

• Strong communication skills with the ability to work independently while also contributing effectively in a team-oriented setting.

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Vacancy posted 2 days ago

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