Help Desk Analyst- Tier II

Sparibis • Tempe, AZ

1d • Onsite

About The Position

The Help Desk Analyst provides Tier 2 technical support to end users, resolving complex software, hardware, network, and endpoint issues. This is an on-site role in Tempe, Arizona, Monday through Friday, 9:00 a.m.–5:00 p.m. The analyst serves as the on-site technical liaison for IT operations and provides Unified Communications and Collaboration support, including webinars, video teleconferencing, audio/visual conferencing, VoIP, and mobile devices.

The role supports Microsoft 365 applications and endpoint provisioning; maintains user accounts in Active Directory and Entra ID; develops and maintains ServiceNow workflows, dashboards, and incident records; and supports Power BI reporting and remote automation. The analyst also helps maintain patching, compliance, and configuration baselines; creates user documentation and service communications; supports contingency planning and disaster recovery exercises; and provides VIP support and executive event technology coordination. Additional duties include tracking Help Desk utilization, monitoring local network performance, assisting with datacenter appliances under Tier 3 direction, resolving VPN and connectivity issues, and participating in post-incident reviews and root cause analyses.

Applicants must be able to obtain and maintain a Public Trust security clearance; U.S. citizenship is required for eligibility. Sparibis LLC describes itself as a professional solutions firm and an equal opportunity employer that values diversity.

Requirements

• At least 5 years of professional Tier 2 Help Desk experience.
• Bachelor’s degree in information technology or equivalent experience.
• Must be able to obtain and maintain a Public Trust security clearance; U.S. citizenship is required for eligibility.
• Must work on site in Tempe, Arizona, Monday through Friday, 9:00 a.m.–5:00 p.m.
• Experience supporting major and business productivity applications, including Microsoft 365 applications such as Outlook, Teams, SharePoint, Intune, and Exchange Online.
• Tier 2 support experience with webinar administration, video teleconferencing, audio/visual conferencing, VoIP, cellular mobile devices, asset management, and Intune mobile device management.
• Experience with account maintenance, user moves, adds, and changes, provisioning, and administration in Active Directory and Entra ID.
• ServiceNow Help Desk experience.
• Experience with VPN, wireless networking, and remote access tools.
• Proven ability to resolve Tier 2 Help Desk tickets promptly and effectively.
• Strong troubleshooting and documentation skills.
• Customer-service orientation, excellent written and verbal communication skills, and attention to detail.

Nice To Haves

• One or more of the following certifications: Microsoft Certified: Azure Administrator, Microsoft Certified: Modern Desktop Administrator, Microsoft Teams Voice Engineer Expert, Microsoft Power Platform App Maker, Cisco CCNA or CCNP, ITIL v4 Foundation, or ServiceNow Administrator.
• Scripting experience with PowerShell or JavaScript.
• Familiarity with Azure DevOps and CI/CD.

Responsibilities

• Provide Tier 2 Help Desk support and troubleshoot complex software, hardware, network, workstation, server, and endpoint issues.
• Serve as the on-site technical liaison for IT operations.
• Provide Unified Communications and Collaboration support, including webinar administration, video teleconferencing, audio/visual conferencing, VoIP, and cellular mobile devices.
• Provide asset management and mobile device management support, including Intune.
• Use NCUA-provided Interactive Voice Response and Automated Call Distributor software, hardware, and associated licenses.
• Support Microsoft 365 applications, including Outlook, Teams, SharePoint, and Intune, and manage endpoint provisioning.
• Perform account maintenance, user moves, adds, and changes, provisioning, and administration in Active Directory and Entra ID.
• Develop and maintain ServiceNow workflows, dashboards, and incident records.
• Support Power BI reporting and remote automation tasks.
• Maintain patching, compliance, and configuration baselines across systems.
• Create user documentation, including how-to guides and instruction manuals.
• Create and distribute Help Desk service information about outages, maintenance, and new services.
• Participate in contingency planning, surge support, and disaster recovery exercises.
• Respond to and manage requests through voice messages, email, and the intranet self-service portal.
• Provide VIP white-glove support and coordinate executive event technology needs.
• Track, manage, and provide monthly updates on Help Desk utilization.
• Monitor local network performance and assist with datacenter appliance support under Tier 3 direction.
• Resolve VPN, wireless, and remote connectivity issues, escalating firewall and routing problems to Tier 3.
• Participate in post-incident retrospectives and issue Root Cause Analyses.
• Attend project-provided training as requested and maintain a high level of customer satisfaction and professionalism.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level