Help Desk Tier II Support

Robert Half is seeking an experienced Help Desk Tier II Support professional for a client in Sandy, Utah. This onsite contract role offers an hourly rate of USD 27 - 33 and a path to permanent placement. The focus is on resolving desktop, network, server, and virtualization incidents with thorough documentation and a strong emphasis on delivering quality end-user service.

The role requires hands-on problem solving, collaboration with infrastructure teams, and a commitment to clear ticketing and timely resolution. It also involves occasional travel on short notice to support operations at domestic and international locations.

Responsibilities

• Investigate escalated requests with in-depth troubleshooting and document findings and actions before engaging higher-tier teams.
• Diagnose connectivity issues across user devices, shared resources, and network paths, coordinating with infrastructure specialists to identify root causes and restore service.
• Assist with VMware based environments by identifying common virtualization issues and aiding in access, performance, and availability resolutions.
• Provide hands-on Windows desktop support, handle service desk requests, resolve account access matters, and address routine server-related issues affecting end users.
• Step in to manage Tier I workload during busy periods to maintain service levels while ensuring tickets progress toward resolution.
• Maintain accurate ticket notes, capture resolution details, and provide follow-up communication to enable clear tracking and efficient handoffs.
• Handle both Tier I and Tier II incidents with ownership, timely closure, and a positive internal customer experience.
• Travel on short notice to support business operations at domestic and international locations.
• Bring 4+ years of experience in help desk, desktop support, or service desk roles with responsibility for Tier II issue resolution.
• Meet educational requirements of a college degree or diploma in information technology, computer systems, or a related technical discipline.
• Hold an industry certification such as CCNA or a comparable credential relevant to support and infrastructure troubleshooting.
• Demonstrate the ability to troubleshoot Windows systems, service desk tickets, and user-facing technical problems with minimal supervision.
• Have working knowledge of network troubleshooting concepts, including end-to-end connectivity analysis and coordination with infrastructure teams.
• Be familiar with VMware and basic server support, including permissions, access issues, and general environment awareness.
• Exhibit strong written and verbal communication skills with the ability to create thorough support documentation and close tickets effectively.
• Possess a valid passport and availability to travel within the United States and internationally on short notice.

Requirements

• 4+ years of experience in help desk, desktop support, or service desk environments with responsibility for Tier II issue resolution.
• College degree or diploma in information technology, computer systems, or a related technical discipline.
• Industry certification such as CCNA or a comparable technical credential relevant to support and infrastructure troubleshooting.
• Demonstrated ability to troubleshoot Windows systems, service desk tickets, and user-facing technical problems with minimal supervision.
• Working knowledge of network troubleshooting concepts, including end-to-end connectivity analysis and coordination with infrastructure teams.
• Familiarity with VMware and basic server support, including permissions, access issues, and general environment awareness.
• Strong written and verbal communication skills with the ability to create thorough support documentation and close tickets effectively.
• Valid passport and availability to travel within the United States and internationally on short notice.

Technologies

• VMware
• Windows

Benefits

• Medical insurance
• Vision insurance
• Dental insurance
• Life insurance
• Disability insurance
• 401(k) plan