Help Desk Analyst- Tier II

The Help Desk Analyst- Tier II role at Sparibis provides onsite Tier 2 technical support with a focus on complex troubleshooting for software, hardware, and network systems, along with unified communications and collaboration administration and support.

Onsite Role Overview

This position is based in Tempe, AZ and requires being onsite Monday-Friday from 9:00am-5:00pm PST for project execution. The analyst serves as the on-site technical liaison for all IT operations and supports end users through ticketed requests and alternative communication channels.

Tier 2 Support and Technical Troubleshooting

• Provide Tier 2 Help Desk support to end users and manage complex issues requiring specialized knowledge and skills.
• Perform advanced diagnostics and remediation for workstation, server, and endpoint issues.
• Resolve VPN, wireless, and remote connectivity issues, and escalate firewall and routing problems to Tier 3 direction.
• Monitor local network performance and assist with datacenter appliance support under Tier 3 direction.

Unified Communications and Collaboration (UCC)

• Provide UCC support responding to ticketed requests and troubleshooting for Webinar Administration and video teleconference management.
• Support Audio/Visual Conferencing Setup and manage Voice over Internet Protocol (VoIP).
• Provide UCC support for cellular mobile device setup, including handhelds, tablets, and hotspots.
• Support asset management.
• Provide support for mobile device management (Intune).
• Use NCUA-provided Interactive Voice Response (IVR) and Automated Call Distributor (ACD) software, hardware, and associated licenses.
• Support Microsoft Teams Voice.

ServiceNow, Reporting, and Automation

• Develop and maintain ServiceNow workflows, dashboards, and incident records.
• Support Power BI reporting and remote automation tasks.
• Track, manage, and provide monthly updates on Help Desk utilization.

Security, Systems Maintenance, and Documentation

• Ensure patching, compliance, and configuration baselines are maintained across systems.
• Create and provide user documentation, including how-to guides and instruction manuals.
• Create and disseminate Help Desk service information impacting NCUA users, including outages, maintenance, and new services.

Account Administration and Endpoint Support

• Support Microsoft 365 applications, including Outlook, Teams, SharePoint, Intune, and manage endpoint provisioning.
• Perform account maintenance, including user moves, adds, changes, and provisioning/administration in Active Directory and Entra ID.

Operations, Contingency, and Customer Service

• Participate in contingency planning, surge support, and disaster recovery exercises.
• Respond to and manage multiple alternative communications channels, including voice messages, email, and intranet portal self-service requests.
• Provide VIP white-glove support and coordinate executive event technology needs.
• Conduct and participate in post-incident retrospectives and issue Root Cause Analyses.
• Attend project-provided training as requested and maintain a high level of customer satisfaction and professionalism.

Qualifications

• Ability to obtain and maintain a Public Trust security clearance.
• 5+ years professional experience providing Tier 2 Help Desk support.
• Bachelor’s degree in information technology or equivalent experience.
• United States Citizenship is required to obtain this type of security clearance.

Preferred Skills and Experience

• Experience supporting major business productivity applications, including Microsoft 365 suite (Outlook, Teams, SharePoint, Intune, Exchange Online).
• Prior Tier 2 experience supporting webinar administration and video teleconference management.
• Prior Tier 2 experience supporting audio/visual conferencing setup and VoIP management.
• Prior Tier 2 experience supporting cellular mobile device setup, asset management, and mobile device management (Intune).
• Experience with account maintenance, including user moves, adds, changes, provisioning, and administration in Active Directory and Entra ID.
• ServiceNow Help Desk experience.
• Proven experience resolving VPN, wireless networking, and remote access tools issues.
• Scripting experience preferred (PowerShell, JavaScript).
• Familiarity with Azure DevOps and CI/CD preferred.
• Strong troubleshooting and documentation skills, customer-service driven approach, excellent written and verbal communication skills, and attention to detail.

Preferred Certifications

• Microsoft Certified: Azure Administrator or Modern Desktop Administrator
• Microsoft Teams Voice Engineer Expert
• Microsoft Power Platform App Maker
• Cisco CCNA or CCNP
• ITIL v4 Foundation
• ServiceNow Administrator

Relevant Technologies

• ServiceNow
• Power BI
• PowerShell
• JavaScript
• Microsoft 365 (Outlook, Teams, SharePoint, Intune, Exchange Online)
• Active Directory
• Entra ID
• Intune
• Mobile device management (Intune)
• Microsoft Azure DevOps
• CI/CD
• Webinar Administration
• Video teleconference management
• Audio/Visual Conferencing Setup
• Voice over Internet Protocol (VoIP)
• Interactive Voice Response (IVR)
• Automated Call Distributor (ACD)
• NCuA-provided IVR and ACD software, hardware, and associated licenses
• VPN, wireless networking, and remote access tools
• Microsoft Teams Voice