Tier II Technical Support Expert

NWPX Infrastructure, Inc.; Orem (UT); On-site; USD 45,000 - 60,000; Full time

Job summary

NWPX Infrastructure, Inc. seeks a Tier II technical support specialist to troubleshoot desktop applications, network connectivity, and hardware issues. You will use remote tools and a ticketing system to diagnose problems and drive timely resolutions.

Responsibilities include hands-on fixes, Active Directory access control, documentation, and collaboration with the infrastructure team to improve incidents and prevent recurrences. Strong communication is essential for this role.

Qualifications

• Advanced understanding of Windows desktop operating systems in a Windows domain environment.
• Intermediate understanding of Active Directory, DHCP, DNS, network drives, networking, and connectivity.
• Basic understanding of Group Policy Objects and Group Policy Management in a Windows domain environment.
• Demonstrable troubleshooting and problem-solving skills.
• Exceptional verbal & written communication skills.
• Ability to communicate effectively with both technical and non-technical personnel.
• Experience working with a ticketing system, such as Jira, Zendesk or Freshdesk.

Responsibilities

• Monitor ticket queue for new tech support requests, gathering information from end users to properly categorize and troubleshoot issues to for either resolution or escalation in a timely fashion
• Answer telephone calls to the tech support line and accurately transcribe information into a trouble ticket, capturing all relevant details and contact information
• Prioritize issues and task-switch as new requests come in
• Create, remove, and manage permissions of User Accounts within Active Directory and other systems
• Utilize remote monitoring and management tools to address health status issues, errors, and security failures on computers
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems & applications per company standards
• Review alerts for system health and security, perform in-depth diagnostics to determine severity, and resolve or escalation as needed
• Accurately document resolutions and contribute to knowledge base
• Perform effective root cause analyses and assist the team in creating strategies to prevent repeat issues
• Be available to Technical Support Specialist I staff as first point of escalation; answering general questions and providing suggestions to assist in resolving active tickets or assuming ownership over those tickets, depending on skill and ability level
• Assist the infrastructure team in tests and projects where applicable

Skills

Windows OS expertise

Active Directory

DHCP & DNS basics

Group Policy basics

Troubleshooting

Verbal & written communication

Ticketing systems (Jira Zendesk Freshd

Education

High School diploma

Technical education or certification desired

Tools

Jira

Zendesk

Freshdesk

Job description

NWPX Infrastructure, Inc. seeks a Tier II technical support specialist to troubleshoot desktop applications, network connectivity, and hardware issues. You will use remote tools and a ticketing system to diagnose problems and drive timely resolutions.

Responsibilities include hands-on fixes, Active Directory access control, documentation, and collaboration with the infrastructure team to improve incidents and prevent recurrences. Strong communication is essential for this role.