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Tier 2 Help Desk Support
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Robert Half
Draper, UT (In Person)
Full-Time
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Job Description
Description We are looking for an experienced Tier 2 Help Desk Support specialist to provide hands-on technical assistance and dependable end-user support in Utah. This long-term contract position is ideal for someone who is comfortable resolving a wide range of desktop, Windows, and Microsoft 365 issues while delivering a high level of service. The role requires strong troubleshooting ability, effective ticket management, and a practical understanding of enterprise support processes.
Responsibilities:
- Deliver second-level technical support for desktop, operating system, and user access issues across a Microsoft-based environment.
- Diagnose and resolve incidents involving Windows 10 devices, Microsoft 365 applications, printers, and general workstation performance.
- Manage service desk requests from intake through completion, ensuring accurate updates, prioritization, and timely follow-through.
- Support account maintenance tasks within Active Directory, including access-related changes and basic user administration.
- Prepare and assist with conference room technology setup and post-meeting cleanup to support smooth on-site operations.
- Investigate recurring technical problems, identify root causes, and escalate more complex issues when necessary.
- Follow established ITIL-aligned support practices and document work clearly within the ITSM platform.
- Provide attentive end-user assistance in person, over the phone, and through remote support channels. Requirements
- 5+ years of experience in help desk, desktop support, or a similar end-user support role.
- Hands-on experience supporting Active Directory, Microsoft Windows, and Windows 10 environments.
- Working knowledge of Microsoft 365 Enterprise and common desktop productivity tools.
- Ability to perform structured troubleshooting and resolve technical issues efficiently.
- Experience handling service desk tickets within an ITSM system and maintaining accurate case documentation.
- Familiarity with ITIL processes and standard incident management practices.
- Capability to support printer-related issues and conference room technology in an office setting.