Help Desk Tier II Support

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.