Digital Support II

Wheeler Machinery•Salt Lake City, UT

About The Position

The Digital Support II provides mid-level technical support to Campbell Companies end-users, handling Tier 2/3 incidents and service requests across hardware, software, and application environments. The role owns moderately complex issues escalated from Digital Support I, contributes to IT projects, manages device provisioning and hardware lifecycle activities, and supports field locations as needed. The position supports all Campbell Companies. The role includes resolving incidents and service requests, configuring and deploying endpoints, maintaining accurate asset records, contributing to IT projects and knowledge-base articles, and supporting AV systems and Microsoft Teams Rooms. It also requires clear, professional communication with end-users, safe work practices, and occasional local and regional travel—including occasional overnight travel—to company field locations. Work is performed primarily in an office environment; field visits may involve shop, yard, and job-site conditions with noise and dust and require site-specific PPE.

Requirements

Associate’s or bachelor’s degree in Information Technology, Computer Science, or a related field; equivalent work experience may be considered in lieu of a degree.
At least 2–3 years of experience in IT support or a helpdesk/service desk role.
Demonstrated experience troubleshooting hardware, software, and operating system issues.
Proficiency with Windows 10/11 and Microsoft 365 applications.
Experience with Microsoft Intune for endpoint management and device provisioning.
Familiarity with ITSM ticketing systems such as ServiceNow, Jira, or similar.
Basic networking knowledge, including TCP/IP, DNS, DHCP, and VPN.
Experience troubleshooting desktops, laptops, printers, and peripherals.
Strong customer service orientation and professional communication skills.
Ability to manage multiple open tickets and prioritize effectively.
Ability to work independently and as part of a team.
Ability to sit or stand for extended periods while working at a computer.
Ability to frequently lift, carry, and move computer equipment, monitors, printers, and AV hardware weighing up to 50 lbs.
Ability to regularly bend, kneel, crouch, and reach to access equipment under desks, behind workstations, in network closets, and in conference room ceilings or walls.
Frequent keyboard, mouse, and telephone use.
Visual acuity sufficient to read computer screens, small device labels, and serial numbers, and distinguish color-coded cables and status indicators.
Ability to travel occasionally to field locations locally and regionally, including occasional overnight travel.

Nice To Haves

CompTIA A+ certification or Microsoft 365 Certified: Fundamentals.
Microsoft 365 Certified: Endpoint Administrator Associate (MD-102) certification.

Responsibilities

Receive, triage, and resolve Tier 2/3 support tickets within defined SLA targets.
Diagnose and resolve hardware, software, operating system, and application issues involving desktops, laptops, and peripherals.
Escalate unresolved issues to Digital Support III or the appropriate specialist, providing thorough documentation.
Maintain accurate ticket records, including troubleshooting steps and resolution notes.
Configure and deploy new endpoints using Microsoft Intune Autopilot and standard imaging procedures.
Manage hardware refresh cycles, coordinating procurement, imaging, deployment, user data migration, and decommissioning.
Maintain asset records in the ITSM platform and ensure inventory accuracy.
Participate in IT projects such as hardware refreshes, office moves, M365 rollouts, and application deployments.
Contribute knowledge-base articles for self-service and technician reference.
Set up, troubleshoot, and maintain AV systems and Microsoft Teams Rooms.
Provide on-site support at Campbell Companies field locations as needed.
Communicate clearly and professionally with end-users, provide status updates, and set expectations.
Contribute to high customer satisfaction through timely, thorough, and friendly service.
Work safely in all aspects of the role.
Perform all other duties as assigned.