Help Desk Analyst- Tier II

Location: Must be able to be on site in Tempe, AZ Monday-Friday for project execution.Years’ Experience: 5+ Years of experience.Education: Bachelor’s degree in information technology or equivalent experience.Clearance: Applicants must be able to obtain and maintain a Public Trust security clearance. United States Citizenship is required as part of the eligibility criteria to be able to obtain this type of security clearance.Key Skills: Tier 2 help desk analyst support required providing deeper level support for technical issues.Tier 2 Help Desk support with Webinar Administration and Support, Video teleconferencing management and support, audio bridging, Audio/Visual conferencing setup and support, cellular mobile device (handhelds, tablets, and hotspots) setup and support, asset management, print management, and Voice over Internet Protocol (VoIP) management and support.Develop and maintain ServiceNow workflows, dashboards, and incident records.Support Power BI reporting and remote automation tasks.Ensure patching, compliance, and configuration baselines are maintained across systems.ResponsibilitiesProvide Tier 2 Help desk support to end users and manage complex issues that require specialized knowledge and skills to troubleshoot and resolve issues related to software, hardware, and network systems.Serve as the on-site technical liaison for all IT operations.Perform advanced diagnostics and remediation for workstation, server, and endpoint issues.Provide full range of Unified Communications and Collaboration (UCC) support in response to ticketed requests and troubleshooting that includes supporting:Webinar Administration and Video teleconference management.Audio/Visual Conferencing Setup and Voice over Internet Protocol (VoIP) management.Cellular mobile device (handhelds, tablets, and hotspots) Setup.Asset management.Mobile device management (Intune).Will use NCUA-provided Interactive Voice Response (IVR) and Automated Call Distributor (ACD) software, hardware, and associated licenses.Support Microsoft 365 applications (Outlook, Teams, SharePoint, Intune) and manage endpoint provisioning.Perform account maintenance, including user 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.Ensure patching, compliance, and configuration baselines are maintained across systems.Create and provide user documentation in the form of how-to guides and instruction manuals.Create and disseminate Help Desk service information impacting NCUA users (outages, maintenance, new services, etc.).Participate in contingency planning, surge support, and disaster recovery exercises.Respond to and manage multiple alternative communications channels, including voice messages, email, and intranet portal self-service requests.Provide VIP “white-glove” support and coordinate executive event technology needs.Track, manage, and provide monthly update 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; escalate firewall and routing problems to Tier 3.Conduct and participate in post-incident retrospectives and issuing Root Cause Analyses.Attend project provided training as requested.Will always maintain a high level of customer satisfaction and professionalism.QualificationsMust be able to obtain and maintain a Public Trust security clearance.5+ years professional experience providing Tier 2 Help Desk experience.Bachelor’s degree in information technology or equivalent experience.Must be onsite in Tempe, AZ Monday-Friday from 9:00am-5:00pm PST for project execution.Preferred that candidate possess one of the following certifications:Microsoft Certified: Azure Administrator or Modern Desktop Administrator.Microsoft Teams Voice Engineer Expert.Microsoft Power Platform App Maker.Cisco CCNA or CCNP.ITIL v4 Foundation.ServiceNow Administrator.Experience providing support for major and business productivity applications, which include but are not limited to: Microsoft 365 suite (Outlook, Teams, SharePoint, Intune, Exchange Online).Experience providing Tier 2 help desk analyst support required providing deeper level support for technical issues.Prior Tier 2 Help Desk support in the following areas:Webinar Administration and Video teleconference management.Audio/Visual Conferencing Setup and Voice over Internet Protocol (VoIP) management.Cellular mobile device (handhelds, tablets, and hotspots) Setup.Asset management.Mobile device management (Intune).Experience with providing account maintenance, including user moves, adds, changes, provisioning and administration in Active Directory and Entra ID.ServiceNow Help Desk experience.Proven experience with VPN, wireless networking, and remote access tools.Proven experience resolving Tier 2 help desk tickets promptly and effectively.Scripting experience preferred (PowerShell, JavaScript).Familiarity Azure DevOps and CI/CD preferred.Strong troubleshooting and documentation skills.Customer service driven.Excellent written and verbal communication skills.Must be detail oriented.