Help Desk Technician 2

Swift Transportation•Phoenix, AZ

12d•$22 - $31

About The Position

Swift Transportation is seeking a Help Desk Technician 2 to provide second-level technical and system support to company personnel. The role serves as a liaison between customers and the IT department, resolving technical issues, responding to customer requests, and supporting the continued use of internal IT systems. It also supports the installation, maintenance, compatibility, integration, and operation of company computer hardware, software, networks, and data center equipment. The technician monitors system performance and resource utilization, manages job processing on multiple iSeries systems, supports user accounts and system security, and maintains operating systems, utilities, applications, and hardware. The role also handles data center calls and Help Desk ticket coordination, follows backup schedules and media-storage procedures, maintains software audit practices, and provides task leadership and status updates. Swift emphasizes ongoing learning, employee growth, collaboration, and a positive work environment.

Requirements

Two years of data center experience.
Familiarity with operational aspects of CPUs, peripheral devices, and communications equipment.
Solid technical skills.
Ability to research and resolve technical problems when prior experience does not provide a solution.
Strong communication skills.
Ability to interact professionally with all employees.
Associate degree in Information Systems or a related field, or an equivalent combination of education and/or experience.

Responsibilities

Provide second-level technical and system support to company personnel and serve as a liaison between customers and IT.
Perform customer-requested queries, provide direction and complex troubleshooting, and apply standard solutions to support continued use of internal IT systems.
Assist with installation, maintenance, compatibility, integration, and support of company personal computer hardware, software, and networks.
Lead and maintain operational aspects of computers, peripheral devices, and communications equipment used in the data center.
Monitor performance and utilization of system hardware, software, and networks, and help ensure resource utilization, performance, and availability.
Control and monitor job processing on multiple iSeries systems and escalate issues to appropriate personnel.
Maintain and install operating-system releases, system utilities, applications, and hardware upgrades on user equipment.
Create and maintain user profiles and menu options, and maintain system security.
Answer incoming data center calls and facilitate Help Desk ticket resolution through communication and collaboration with appropriate personnel.
Follow the system backup schedule and maintain media tracking, rotation, and off-site storage.
Perform task leadership, tracking, and control activities; provide weekly activity and time status reports to the supervisor; and timely inform the Director of problems or potential problems.
Use and maintain system audit software and help ensure compliance with software license agreements.
Refine technical and business skills through assignments, training, conferences, and participation in professional organizations.
Maintain a positive work atmosphere and positive working relationships with company departments through professional conduct and communication.
Proactively assist others in achieving organizational objectives.