Help Desk/Desktop Support Analyst Job at Robert Half (Draper, UT)

Help Desk/Desktop Support Analyst

Robert Half

Location:
United States , Draper, UT

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The IT Field Support Specialist II serves as a senior escalation resource within field IT operations, providing advanced Level 2 on-site support for assigned business units across corporate offices, regional facilities, and remote jobsites. This role is the primary escalation point from IT Field Support Technician I staff and is responsible for diagnosing and resolving complex technical issues that exceed Tier 1 scope.

Job Responsibility:

Serve as the primary escalation point from IT Field Support Technician I staff, receiving and resolving complex tickets that exceed Tier 1 scope, and ensuring proper triage, documentation, and resolution or escalation to central IT as appropriate
Perform advanced on-site diagnosis and resolution of complex hardware, software, network, and application issues for workstations, mobile devices, printers, peripherals, VoIP systems, UPS devices, and specialty field technology including drones and IoT-connected devices
resolve issues that Tier 1 technicians cannot close
Manage and troubleshoot local network equipment including routers, switches, wireless access points, and firewall rules
support local server and backup systems
interpret technical SOWs and OEM documentation to resolve non-standard field issues with minimal central IT involvement
Deploy, configure, and manage workstations, mobile devices, plotters, networked printers, and enterprise software using Intune and MDM platforms
Mentor and provide technical guidance to IT Field Support Technician I staff
act as the defined escalation path for all Tier 1 field tickets
develop entry level technicians’ skills through hands-on coaching, knowledge transfer, and SOPs
manage escalation queue and ensure SLA compliance
Interface directly with central IT teams (Infrastructure, Applications, Cybersecurity), IT management, and vendors for complex escalations, active projects, site mobilizations/demobilizations, and outstanding district issues
serve as the business unit technical liaison for IT leadership
Maintain accurate asset inventory for assigned district, ensure all customer interactions are logged as ITSM tickets

Requirements:

5+ years of IT support experience with a minimum of 3 years at Level 2 or higher
demonstrated ability to function as the escalation resource from Tier 1, manage high-impact incidents independently, and resolve complex issues with minimal central IT involvement
Advanced technical knowledge of Windows 11, Microsoft 365, Active Directory, Group Policy, and enterprise endpoint management tools (Intune)
working knowledge of Apple hardware and operating systems
Solid understanding of networking including VLANs, VPN, wireless, routers, switches, firewall operations, TCP/IP troubleshooting, UPS devices, and server/network fundamentals
ability to resolve network issues in the field without central IT guidance in most cases
Strong customer service orientation with ability to articulate technical concepts in clear, user-friendly language to audiences ranging from frontline field staff to executive leadership
effective interpersonal and relationship-building skills
Strong analytical and problem-solving skills with ability to research and resolve unique or non-standard technical issues in the field
ability to read and interpret technical SOWs, manuals, procedural documentation, and OEM guides
effective time management across multiple district locations

What we offer:

medical
vision
dental
life and disability insurance
eligibility to enroll in our company 401(k) plan

Additional Information:

Job Posted:
April 20, 2026

Work Type:

On-site work

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