IT Support Analyst II: Advanced Helpdesk & Systems

GSP, Inc.; Provo (UT); On-site; USD 52,000 - 72,000; Full time

Job summary

GSP, Inc. is seeking a Tech Support Analyst II in Provo, Utah. The role focuses on day-to-day IT resource administration, implementation, and support, with escalation responsibilities for complex issues.

The candidate will guide end users on technology use, document problems, and help ensure timely resolutions. The position requires 2 years of help desk experience, an advanced knowledge of Windows OS and MS Office, and strong communication skills.

Qualifications

• High school diploma or equivalent required.
• Bachelor's degree or equivalent experience in a technically relevant field desired.
• 2 years of help desk support experience.
• Technical Certifications preferred.

Responsibilities

• Provide Tier 2 Helpdesk (Escalation) problem identification, diagnosis, and resolution of problems.
• Provide advanced support for implementation, troubleshooting and maintenance of IT systems.
• Manage the daily activities of configuration and operation of IT systems.
• Provide support for hardware problems and remains involved in the resolution process.
• Configure and manage Windows operating systems and installs/loads operating system software.
• Troubleshoots basic network components.
• Leads efforts to implementing operating system and application patches.
• Provide support to IT systems including day-to-day operations, monitoring, and problem resolution for all of the client/server/storage/network devices, mobile devices, etc.
• Provide detailed analysis and feedback to management and internal customers for escalated tickets.
• Assist in determining hardware, software needs and upgrades.
• Optimize system operations and resources utilization, and performs system capacity analysis and planning.
• Develop and maintain system documentation and logs.

Skills

Windows OS

MS Office

Customer service

Documentation

Multitasking

Problem solving

Communication

Team player

Data analysis

Self-management

Education

High school diploma or equivalent

Bachelor's degree or equivalent experience

Technical Certifications preferred

Job description

GSP, Inc. is seeking a Tech Support Analyst II in Provo, Utah. The role focuses on day-to-day IT resource administration, implementation, and support, with escalation responsibilities for complex issues.

The candidate will guide end users on technology use, document problems, and help ensure timely resolutions. The position requires 2 years of help desk experience, an advanced knowledge of Windows OS and MS Office, and strong communication skills.