Help Desk Technician 2

Swift Transportation•Phoenix, AZ

About The Position

Swift Transportation is hiring a Help Desk Technician 2 to provide second-level technical and systems support to company personnel. The role serves as a liaison between customers and IT, handling customer requests, troubleshooting complex issues, and providing standard solutions that keep internal IT systems available and usable. The technician supports personal computer hardware, software, and networks, and leads operational activities for computers, peripheral devices, and communications equipment in the company data center. The position monitors system and network performance and resource utilization, oversees job processing on multiple iSeries systems, installs operating-system and application releases and hardware upgrades, and manages user profiles, menu options, and system security. Additional duties include supporting Help Desk ticket resolution, maintaining backup schedules and media tracking, providing status reports, communicating problems to the Director, and maintaining software license compliance. Swift describes itself as a learning- and improvement-focused company with opportunities for employee growth and advancement. The company offers training and development, benefits, community volunteer opportunities, and an inclusive workplace. Candidates must be authorized to work in the United States; the company does not sponsor employment visas.

Requirements

Two years of data center experience.
Familiarity with the operational aspects of CPUs, peripheral devices, and communications equipment.
Solid technical skills.
Ability to research and resolve technical problems when previous 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 experience.
Must be authorized to work in the United States; the company does not sponsor employment visas.

Responsibilities

Provide second-level technical and system support to company personnel.
Act as a liaison between customers and IT; perform requested queries, provide direction and complex troubleshooting, and offer standard solutions for internal IT systems.
Assist with installation, maintenance, compatibility, integration, and support of company personal computer hardware, software, and networks.
Lead and maintain operational activities for computers, peripheral devices, and communications equipment in the company data center.
Monitor hardware, software, and network performance and utilization, ensuring appropriate use and availability of resources such as CPU cycles, disk space, response time, and network connections.
Control and monitor job processing on multiple iSeries systems and escalate issues to the appropriate personnel.
Maintain and install operating-system releases, system utilities, system applications, and hardware upgrades for user equipment.
Create and maintain user profiles and menu options, and manage system security.
Answer incoming data center calls and facilitate Help Desk ticket resolution through communication and collaboration with appropriate department personnel.
Follow the system backup schedule and maintain media tracking, rotation, and off-site storage.
Perform task leadership, tracking, and control activities, and provide weekly activity and time status reports to the supervisor.
Inform the Director of problems or potential problem situations in a timely manner.
Use and maintain system audit software and ensure adherence to software license agreements.
Refine and update technical and business skills through work assignments, training, conferences, and participation in professional organizations.
Maintain a positive work atmosphere and relationships with company departments, and proactively assist others in achieving organizational objectives.