Help Desk Tier II Support

Description We are looking for a Help Desk Tier II Support specialist to support our client in Sandy, Utah in a contract capacity with the potential to become permanent. This role is ideal for someone who enjoys solving technical issues thoroughly, partnering with others when needed, and delivering a high level of service to end users. The position supports a mix of desktop, network, server, and virtualization-related incidents, with an emphasis on strong documentation, clear communication, and dependable ticket resolution.

Responsibilities:

Investigate escalated support requests in depth, complete meaningful troubleshooting, and document all findings and actions before involving higher-tier technical teams. Diagnose connectivity problems across user devices, shared resources, and network paths, collaborating with infrastructure specialists to isolate root causes and restore service. Support incidents connected to VMware-based environments by identifying common virtualization issues and assisting with resolution of access, performance, and system availability concerns. Provide hands-on assistance with Windows desktop support, service desk requests, account access matters, and routine server-related issues affecting end users. Step in to manage Tier I workload during busy periods, helping maintain service levels while ensuring tickets continue to move toward resolution. Maintain accurate ticket notes, resolution details, and follow-up communication so cases are clearly tracked and efficiently handed off when necessary. Work through both Tier I and Tier II incidents with a focus on ownership, timely closure, and a positive support experience for internal customers. Travel on short notice when required to support business operations at domestic and international locations. Requirements 4+ years of experience in help desk, desktop support, or service desk environments with responsibility for Tier II issue resolution. College degree or diploma in information technology, computer systems, or a related technical discipline. Industry certification such as CCNA or a comparable technical credential relevant to support and infrastructure troubleshooting. Demonstrated ability to troubleshoot Windows systems, service desk tickets, and user-facing technical problems with minimal supervision. Working knowledge of network troubleshooting concepts, including end-to-end connectivity analysis and coordination with infrastructure teams. Familiarity with VMware and basic server support, including permissions, access issues, and general environment awareness. Strong written and verbal communication skills with the ability to create thorough support documentation and close tickets effectively. Valid passport and availability to travel within the United States and internationally on short notice. Technology Doesn't Change the World, People Do. Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles. Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more. All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information. 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use and Privacy Notice.