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IT Technical Support Specialist Tier 2 Job at ZipRecruiter in Lehi

ZipRecruiter, Lehi, UT, United States, 84043

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Job Title: IT Technical Support Specialist II

Location: Lehi, Utah

We are seeking an IT Technical Support Specialist Tier II to join our team in Lehi, Utah. The ideal candidate will possess technical skills in call center solutions/VoIP technologies, networking concepts, hardware and software troubleshooting, customer service, and teamwork. This is an in-office position.

Responsibilities:

  1. Provide Tier I support to end users by analyzing, troubleshooting, and resolving technical issues related to software, hardware, and network processes. Assist Tier 1 support staff with overflow inquiries.
  2. Build out IVR Scripts and other call center solution components.
  3. Deploy infrastructure or larger-scale technology solutions, including developing the solutions.
  4. Monitor and respond to system alerts to identify and resolve potential issues.
  5. Install, troubleshoot, and support desktop and laptop computers (Windows 11, macOS, Linux).
  6. Perform preventative maintenance on workstations, printers, and peripherals.
  7. Create documentation for frequently asked questions.
  8. Provide overnight on-call support as scheduled, acting as escalation point for primary on-call agents.

Requirements:

  1. At least three years of experience in IT systems or network administration, or equivalent experience.
  2. Strong customer service skills with effective listening.
  3. Excellent interpersonal skills and teamwork ability.
  4. Knowledge of networking concepts: IP, subnetting, VLAN, DNS.
  5. Effective verbal and written communication skills.
  6. Experience with Microsoft Office 365, MS Azure, and MS Active Directory.
  7. Knowledge of LAN, WLAN, VLAN, TCP/IP, DHCP, DNS, VPN technologies.
  8. Experience with call center solutions, IVRs, dialing logic, CRM integrations (CXone, Microsoft Teams, Five9).
  9. Knowledge of Salesforce CRM, user administration, troubleshooting.

If you are interested in advancing your IT support career, we encourage you to apply.

SafeStreets values employee and customer safety, providing PPE or stipends to technicians.

This role requires physical capabilities such as working above head level, lifting 30-50 pounds, operating power tools, and navigating confined spaces.

Safe Streets is an equal opportunity employer. Employment decisions are based on merit, competence, and business needs. We do not discriminate based on protected statuses.

Applicants are protected under Federal Employment Laws: FMLA, EEO, EPPA.

FMLA - https://www.dol.gov/agencies/whd/fmla

EEO - https://www.eeoc.gov/history/equal-employment-opportunity-act-1972

EPPA - https://www.dol.gov/agencies/whd/polygraph

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