IT Service Desk Technician Level II

Top Prospect Group; Salt Lake City (UT); On-site; USD 39,000 - 41,000; Full time

Benefits offered by this job

On-call rotation

Job summary

Top Prospect Group is seeking an IT Service Desk Technician Level II to provide on-site and remote support for end-user devices, network infrastructure, and software applications in Salt Lake City, Utah. The role includes after-hours on-call rotation and collaboration with IT Administrators and Engineers to ensure reliable technology services.

DOE hourly rate applies. The ideal candidate has 5+ years of troubleshooting Windows environments, ITSM experience, and strong customer service skills.

Qualifications

• Associate degree or technical training is required.
• Minimum 5 years of experience troubleshooting and supporting Windows desktops/servers.
• Experience with printers, peripherals, and mobile devices.
• Experience with network connectivity and infrastructure.
• Manufacturing industry experience is preferred.

Responsibilities

• Provide technical support and break-fix services for IT equipment.
• Troubleshoot smartphones and mobile devices.
• Support network infrastructure and printers.
• Manage software installations and applications.
• Coordinate third-party vendors for equipment and service support.
• Document and resolve issues in the ITSM platform.
• Create self-service documentation and knowledge base articles.
• Assist with inventory management of IT assets.
• Provide on-site support for IT Administrators and Engineers.
• Participate in after-hours on-call rotation.
• Perform additional duties as assigned.

Skills

Windows desktops/servers

End-user support

Customer service

Microsoft 365

TCP/IP networking

VMware virtualization

ITSM/Service desk

Education

Associate degree or technical training

IT certifications (e.g., CompTIA A+/Network+)

Tools

ITSM platform

Ticketing systems

Microsoft 365

VMware

Job description

Job Title: IT Service Desk Technician Level II

Location: Salt Lake City, Utah Onsite 5 Days, On call every third week(remote support for 2 additional locations)

Job Type: 3 Month Contract to Hire

Salary: $28-30 per hour DOE plus potential OT

Position Summary:

We are seeking an experienced IT Support Specialist to provide technical support, troubleshooting, and maintenance for end-user devices, network infrastructure, software applications, and related technologies. This role supports day-to-day IT operations in a manufacturing environment and works closely with IT administrators and engineers to ensure reliable technology services across the organization.

Key Responsibilities

• IT Operations
• Provide technical support, break-fix services, hardware repair, and troubleshooting for: Computers and IT equipment
• Smartphones and mobile devices
• Network infrastructure
• Printers
• Phone systems
• Software installations and applications
• Coordinate and manage third-party vendors for equipment and service support.
• Utilize and maintain the organization’s IT Service Management (ITSM) platform to document, track, prioritize, and resolve technical issues efficiently.
• Create and maintain web-based self-service documentation, FAQs, and knowledge base articles to improve user self-service capabilities.
• Assist with inventory management and tracking of all IT hardware and software assets.
• Provide on-site support for IT Administrators and Engineers as needed.
• Support manufacturing-related technical projects and initiatives.
• Participate in an after-hours on-call support rotation.
• Perform additional duties and special projects as assigned.

Safety Responsibilities

• Comply with all Environmental, Health & Safety (EH&S) policies, procedures, and regulatory requirements.
• Report unsafe conditions, work practices, or environmental concerns to management promptly.
• Participate in required EH&S training programs.
• Support organizational efforts to meet or exceed EH&S objectives and goals.
• Recommend improvements to EH&S practices and procedures.
• Follow safe work practices, including proper lifting techniques, ergonomics, equipment operation, and use of personal protective equipment (PPE).
• Adhere to lockout/tagout procedures whenever equipment is serviced, cleaned, or maintained.

Product Safety & Quality Responsibilities

• Follow all product safety and quality standards.
• Adhere to Good Manufacturing Practices (GMPs) related to food-contact packaging.
• Comply with product defense standards and all applicable SQF requirements.

Qualifications

• Education & Experience
• Associate degree, technical school training, and/or relevant IT certifications required.
• Minimum of 5 years of experience troubleshooting and supporting: Microsoft Windows desktops and serversVirtual desktop environmentsPrinters and peripheral devicesSmartphones and mobile technologiesNetwork connectivity and infrastructureGeneral computer hardware and software systemsManufacturing industry experience preferred.

Technical Skills

• Experience using ticket management and IT service desk systems.
• Strong customer service and end-user support skills.
• Proficiency with Microsoft Office applications, including Microsoft 365.
• Working knowledge of: LAN/WAN environmentsTCP/IP networkingDNS and DHCPNetwork switches and routersOther networking devices and technologiesGeneral knowledge of VMware virtualization technologies preferred.
• Experience with Adobe Illustrator, Adobe InDesign, Adobe Photoshop, and CAD/CAM applications is a plus.
• Familiarity with virtual environments and virtualization technologies preferred.

Additional Requirements

• Ability to provide support outside normal business hours when required.
• Willingness to travel to the local facility after hours as needed for emergency support.
• Strong problem-solving, troubleshooting, communication, and organizational skills.

About Us

Founded in 2010, Top Prospect Group specializes in connecting high-quality candidates with top-tier clients. In 2023, we joined HW Staffing Solutions, expanding our national footprint across manufacturing, engineering, logistics, and technology.