IT Help Desk Technician Tier 2 - Sandy, United States - Cementation USA

Description

Job Title:

IT Help Desk Administrator Tier 2

Department:

Business Technology

Reports to:

IT Director Cementation Americas

GENERAL PURPOSE OF THIS JOB

Reporting to the IT Director Cementation Americas, the IT Help Desk Admin-Tier 2 monitors and actions help desk tickets as they are entered at the Head Office and Field Offices. This individual will be part of the IT department's Service Desk Team, responsible for handling day-to-day service requests from various end-users. They will be actively engaged in addressing tickets that necessitate strong teamwork.

HEALTH AND SAFETY

• Work in compliance with all Health and Safety rules and regulations for Cementation.
• Be aware of any health and safety hazards or infractions and report same to Health and Safety Department
• Maintain the IT area and Server room free from debris on the floor.

ESSENTIAL DUTIES AND RESPONSIBILITIES

KEY RESPONSIBILITIES

• Serve as a Tier 2 escalation point for resolving complex technical issues and incidents that surpass Tier 1 capabilities or demand higher-level attention.
• Collaborate with other engineers and help desk support technicians to troubleshoot, pinpoint root causes, and offer technical support for internal users, ensuring effective communication throughout.
• Respond promptly and professionally to internal user requests via ticketing systems, chat, email, and phone, ensuring timely resolution of issues.
• Diagnose and resolve technical issues related to hardware, software, and networking, utilizing troubleshooting techniques to address challenges effectively.
• Maintain comprehensive technical documentation on software installations, hardware configurations, troubleshooting procedures, and issue resolutions.
• Timely escalation of tickets exceeding skill level to Tier 3 support to meet internal SLA requirements; assist Systems Administrators/Tier 3 in preliminary troubleshooting as needed.
• Oversee IT asset inventory management, including asset retirement, and document processes; actively participate in computer-related projects such as company security initiative rollout and toolset maintenance.
• Independently manage medium-sized projects, demonstrating proficiency and minimal reliance on higher-level engineers.
• Ensure the maintenance of in-house computer systems, including hardware, software, warranties, licenses, and peripherals, to uphold operational efficiency.

TRAVEL REQUIREMENTS

• This position has the requirement for occasional travel to our project sites and offices.
• Travel may include Canadian and US assignments.

SCHEDULE AND WORK LOCATION

• We follow a set hybrid Schedule, as follows:
• Monday and Friday: Remote Work from Home
• Tuesday to Thursday: Corporate Office in Sandy, UT
• Availability on Weekends: Expected to be accessible outside normal business hours to address client needs, events, or for server and desktop upgrades or updates that require completion outside regular hours.
• Relocation Requirement: Must be willing and able to relocate if residing outside the area. Relocation must be finalized before commencing employment.

EDUCATION AND EXPERIENCE

• Bachelor's degree in Information Technology, Computer Science, or a related field. Equivalent experience may be considered in lieu of formal education.
• Three or more years of experience in IT systems or network administration.
• Proficient understanding of Microsoft Windows 10/11 operating systems.
• Familiarity with Microsoft Office 365 suite, MS Azure, and MS Active Directory Domain Services.
• Knowledgeable in LAN, WLAN, VLAN, TCP/IP, DHCP, DNS protocols, and VPN network technologies.
• Experience with desktop and laptop imaging, end-user deployments, software installation, and conducting updates and upgrades.
• Familiarity with endpoint security applications, including anti-virus solutions.
• Experience in Windows server administration, with proficiency in PowerShell scripting considered advantageous. Knowledge of desktop applications such as AutoCAD, P6, and 3D applications is a plus.

SKILLS, KNOWLEDGE & ABILITIES

• Capable of lifting objects weighing up to 60 lbs.
• Strong research skills, self-directed, and self-motivated, with a knack for analytical problem-solving and a sense of urgency.
• Proficient in communicating effectively with end-users, IT personnel, and third-party vendors.
• Excellent verbal and written communication skills are essential for this role.