Tier 2 Onsite Technical Support Analyst

Description

We are looking for a Tier 2 Onsite Technical Support Analyst to deliver responsive, high-quality technical support for users in Utah. This role focuses on resolving escalated desktop, network, server, and endpoint issues while providing onsite assistance and maintaining a strong customer service experience. The ideal candidate brings solid troubleshooting skills, works well independently, and partners effectively with service desk teams and client IT contacts to keep systems secure, stable, and efficient.

Responsibilities:

Handle support requests escalated from Tier 1 analysts, investigate root causes, and drive issues through to resolution within expected service timelines.

Provide onsite assistance to end users and client IT teams by diagnosing hardware, software, operating system, and connectivity problems across supported environments.

Troubleshoot more advanced incidents affecting workstations, servers, virtual systems, and network services, including urgent response outside standard business hours when needed.

Perform basic technology deployments, configuration updates, and support tasks within client environments while ensuring minimal disruption to operations.

Maintain accurate ticket notes, service records, troubleshooting logs, and status updates to support visibility, reporting, and knowledge sharing.

Create and deliver user guidance, technical documentation, and practical instruction to help employees use supported equipment and applications effectively.

Collaborate with internal technical groups and business stakeholders to identify service improvements, recommend system changes, and support new technology solutions.

Review system activity, server events, and security-related alerts to identify issues early, apply corrective actions, and support compliance with established security standards.

Support the development of Tier 1 staff by offering guidance, sharing technical knowledge, and helping reinforce consistent service desk practices.

Monitor open incidents and service requests to help ensure prompt follow-up, strong customer communication, and a positive support experience for clients

Requirements

Bachelor's degree, diploma, certificate in information technology or a related field, or an equivalent combination of hands-on experience and industry certifications.
Practical experience supporting Microsoft 365, Azure, Microsoft Windows, and Microsoft Office in an end-user or service desk environment.
Working knowledge of Active Directory, Windows 10, desktop support processes, and ticket-based incident handling.
Ability to diagnose technical issues methodically, manage competing priorities, and work independently with limited supervision.
Strong customer service and communication skills with the ability to explain technical concepts clearly to users and stakeholders.
Familiarity with incident management and change management practices is preferred.
Experience in a hosted services or managed support environment is considered an advantage.
Microsoft or Fortinet certifications are helpful but not required.

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