IT Desktop Support (L2)

• Location: Salt Lake City, UT
• Job Type: Right to Hire
• Ref No: 22-05298
• Date: August 12, 2022
• Pay: $0.0 - $0.0 per Hour USD
• Job title:

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Job Description - IT Desktop Support (L2)

IT DESKTOP SUPPORT - Level II 

Salt Lake City, UT





WHAT YOU'LL DO: 

• Resolves mid-level to complex technical issues related to the Company's end point devices (mobile and PCs), and conducts routine and non-routine technical assignments and projects for the Information Technology Department under limited supervision.
• Provides Tier 2 support primarily and back up for Tier 1 support as needed and advises users accessing systems and software, answering questions and providing them with the tools and training needed to ensure system security and integrity
• Supports approved mobile devices and applications such as Operator Handhelds, safety inspection tablets, truck onboard computing systems, etc.
• Installs/migrates software, hardware, and peripheral components such as operating systems, telecom, applications, SAP, monitors, keyboards, printers, and disk drives
• Works in a call center environment, responsible for taking calls from team call queue, maintaining low abandoned call rate*** creating call records and associated tickets in the system of record.
• Answers all levels of technical questions from users concerning browser setup and settings, hardware and software applications, telecom and general Inter/Intranet and website usage questions
• Creates MSI or application deployment packages for quick install of all applications
• Establishes and maintains effective lines of communication with end-users throughout the lifecycle of their issue or service request
• Maintains and reviews records and reports detailing hardware/software machine malfunctions and maintenance history. Recommends corrective action as needed to ensure processing and utilization improvements
• Installs, maintains, and coordinates telecommunications and server hardware
• Maintains Microsoft Active Directory, Microsoft Exchange accounts, SAP accounts, physical security, and logical security accounts under limited supervision
• Maintains technical competency (subject matter expert) with appropriate technologies, support processes and procedures (i.e., SAP, Exchange, Active Directory, Scriptlogic, Cisco, Nortel, Avaya)
• Assists with monitoring and resolving complex issues relating to systems, telecom, network, and security
• Coordinates software, hardware and system installation and changes with location staff to minimize equipment, resource and time scheduling conflicts
• Responds to all user inquiries concerning systems operation including basic training
• Performs complex remedial actions to correct problems and ensures technical disaster recovery, system recovery, disk space analysis, system backups and recovery, system reboots and total overall system access
• Writes clear, concise, and accurate documentation, provides training (i.e., work procedures, how to guides) and trains users on new company-provided product releases and new products
• Coordinates activities with company's business, SAP, and other information systems groups
• Maintains desktop hardware and peripherals inventory within the asset management system in accordance with established process and procedures; assists with desktop hardware and peripheral asset refreshes and in the end of life process of retired equipment
• Relocates technical equipment to and from an assigned location
• Assists in execution of the Company's annual workstation refresh

SKILLS/EXPERIENCE YOU'LL NEED:

• 6+ years of related IT Support experience
• Advanced understanding of company operating systems platforms; working knowledge of information systems concepts/design/development, systems development life cycle, recovery techniques, performance monitoring and tuning
• Working knowledge of backup and recovery, disaster recovery, and company production environment; strategies and designs with all levels of the organization,
• Ability to effectively communicate with others, both verbal and in written communication
• Advanced knowledge of web programming languages
• Decision-making, analytical, problem solving and interpersonal skills.
• Intermediate reading and writing skills, ability to perform intermediate mathematical calculations
• Preferred Certifications: Microsoft certifications (MCDST, MCSA, MCSE, MCP, MOUS); Network, PC hardware and software certifications (CCNA/JNCIA (preferred), A+, N+, INET+) are preferred
• Office based with up to 30% travel by land and air required. Occasionally required to work long hours which may include nights, weekends, holidays for regularly scheduled maintenance and emergency work and support as well as on-call availability. 
• Job conditions require standing, walking, sitting, twisting, stooping, crouching, kneeling, lifting and/or carrying up to 50 lbs, pushing and/or pulling up to 50 lbs, climbing up to 15 ft

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