Tier II Help Desk Analyst

IBR • Tempe, AZ

1d • Onsite

About The Position

Imagine Believe Realize, LLC (IBR) is hiring a Tier II Help Desk Analyst to provide centralized IT support and endpoint management for the National Credit Union Administration program. The analyst will serve as an on-site technical liaison in Tempe, Arizona, providing Tier 2 support for complex software, hardware, network, endpoint, and collaboration technology issues. The position also supports account administration, Microsoft 365, ServiceNow, Power BI, remote automation, system compliance, and user communications.

The role requires on-site work Monday through Friday, 9:00 a.m.–5:00 p.m. The selected applicant must be a U.S. citizen and able to obtain and maintain a Public Trust security clearance issued by the National Credit Union Administration. The position is full-time. IBR describes the role as primarily sedentary, with extended computer work, occasional lifting of equipment weighing up to 20 pounds, and possible travel to client sites or meetings. Flexible arrangements may be available based on business needs, though the project requires on-site work in Tempe.

IBR offers eligible employees a benefits package that includes medical, dental, and vision insurance; paid time off and federal holidays; retirement matching; insurance and disability coverage; spending accounts; wellness incentives; and professional development and training assistance. The posted annual salary range is $45,000–$57,000.

Requirements

• At least 5 years of professional Tier 2 Help Desk experience.
• Bachelor’s degree in Information Technology or equivalent experience.
• Ability to obtain and maintain a Public Trust security clearance.
• U.S. citizenship, required for eligibility to obtain the specified clearance.
• Ability to work on site in Tempe, Arizona, Monday through Friday, 9:00 a.m.–5:00 p.m.
• Experience supporting Microsoft 365 applications, including Outlook, Teams, SharePoint, Intune, and Exchange Online.
• Experience providing Tier 2 support for webinars, video teleconferencing, audiovisual conferencing, VoIP, cellular devices, asset management, and Intune mobile device management.
• Experience administering accounts and user moves, adds, changes, and provisioning in Active Directory and Entra ID.
• ServiceNow Help Desk experience.
• Experience with VPN, wireless networking, and remote access tools.
• Demonstrated 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.
• 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, Cisco 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, audiovisual conference setup, VoIP, cellular devices, asset management, and mobile device management using Intune.
• Use NCUA-provided Interactive Voice Response and Automated Call Distributor software, hardware, and licenses.
• Support Microsoft 365 applications, including Outlook, Teams, SharePoint, and Intune, and manage endpoint provisioning.
• Maintain user accounts, including moves, adds, 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 system patching, compliance, and configuration baselines.
• Create user documentation, including how-to guides and instruction manuals.
• Communicate Help Desk service information to NCUA users, including outages, maintenance, and new services.
• Participate in contingency planning, surge support, and disaster recovery exercises.
• Respond to requests received through voice messages, email, and the intranet self-service portal.
• Provide VIP support and coordinate executive event technology needs.
• Track Help Desk utilization and provide monthly updates.
• Monitor local network performance and assist with datacenter appliance support under Tier 3 direction.
• Resolve VPN, wireless, and remote connectivity issues; escalate firewall and routing problems to Tier 3.
• Participate in post-incident retrospectives and issue Root Cause Analyses.
• Attend NCUA-provided training as requested.
• Maintain a high level of customer satisfaction and professionalism.

Benefits

• Nationwide medical, dental, and vision insurance.
• Three weeks of paid time off and 11 paid federal holidays.
• 401(k) matching.
• Life insurance, short-term disability, and long-term disability at no cost to employees.
• Supplemental insurance options.
• Flexible spending accounts and dependent care spending accounts.
• Wellness incentives.
• Reimbursement for professional development and certifications.
• Training assistance opportunities for career growth and progression.
• Hybrid and remote work opportunities to support work-life balance, subject to business needs.

What This Job Offers

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