Tier 2 Technical Support

Tier 2 Technical Support
Utah County, UT
12-Month Contract
$27 to $30 per hour DOE

Summary
We are seeking a Tier 2 Technical Support Analyst to support an internal IT Service Desk team during a large Windows 11 migration project. This role will focus on end-user support, workstation provisioning, and ticket resolution in a Windows enterprise environment.
This is a hands-on support role for someone with 2–3 years of IT service desk or desktop support experience who enjoys troubleshooting user issues, working directly with employees, and helping deploy new hardware.
This is a 12-month on-site contract position supporting internal users and device rollouts.

Responsibilities

• Provide Tier 2 technical support for end users in a Windows environment.
• Handle phone-based support and ticket requests through the service desk.
• Troubleshoot Windows 10/11 desktop and laptop issues including hardware, software, and connectivity.
• Provision and image new devices (primarily Client workstations and laptops) for a Windows 11 rollout.
• Manage and resolve incidents using a ticketing system (Freshservice or similar).
• Support device deployments and workstation setup for end users.
• Follow ITIL-based service desk processes and documentation.
• Provide occasional on-site support within Utah County when needed.

• 2–3 years of IT support , service desk, or desktop support experience
• Strong troubleshooting skills with Windows 10/11 systems
• Experience using enterprise ticketing systems (Freshservice, ServiceNow, Jira, etc.)
• Ability to handle phone-based user support and ticket management
• Strong customer service and communication skills

• Experience with Microsoft Intune or modern endpoint management
• Familiarity with Windows Autopilot or device provisioning
• Basic knowledge of networking, VPN, or endpoint security
• CompTIA A+ or similar certification
• Experience supporting Windows 11 migrations or hardware rollouts

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