IT Service Desk Analyst - Tier II

IT Service Desk Analyst - Tier II

We are looking for a skilled IT Service Desk Analyst - Tier II to join our team in West Valley City, Utah. In this Contract-to-Permanent role, you will provide comprehensive support for end users, troubleshoot technical issues, and contribute to IT projects that enhance system functionality and efficiency. This position is ideal for someone with a strong technical background who thrives in a collaborative, fast-paced environment.

Responsibilities:

Deliver second-tier technical support to internal users, resolving issues related to hardware, software, and network connectivity.

Administer and troubleshoot Active Directory and Azure Active Directory environments, ensuring optimal performance.

Manage and track all support requests through a ticketing system, prioritizing and escalating critical issues as needed.

Configure and maintain Windows operating systems, ensuring proper settings and functionality.

Provide support for mobile devices, including Android, iOS, and Windows Mobile, ensuring seamless connectivity and configuration.

Collaborate with IT teams to document processes, configurations, and functional requirements for system improvements.

Assist in implementing IT projects and strategic initiatives, contributing technical expertise and practical solutions.

Perform hardware troubleshooting and imaging of devices, ensuring proper setup and deployment.

Apply basic networking principles, including TCP/IP protocol suite, to resolve connectivity issues.

Communicate effectively with team members and stakeholders to ensure timely resolution of technical challenges.

Requirements:

Minimum of 3 years of experience in IT support roles, with expertise in Microsoft systems.

Solid understanding of Active Directory, Azure Active Directory, and security best practices.

Proficiency in troubleshooting Windows OS settings, PC hardware, and software.

Familiarity with networking concepts and protocols, including TCP/IP.

Experience supporting mobile devices across Android, iOS, and Windows platforms.

Ability to track and resolve issues using a ticketing system.

Strong communication skills and ability to work effectively in team-driven environments.

Bachelor's degree in Computer Science, Information Technology, or equivalent work experience.