Job Title: IT Technical Support Specialist II Location: Rexburg, ID Job Description We are seeking an IT Technical Support Specialist Tier II to join our team in Lehi, UT. This is an in-office HelpDesk position. The ideal candidate will possess experience technical skills in call center solutions/VoIP technologies, networking, hardware and software troubleshooting, customer service and working in a team environment. Experience with virtualization and containerization is a plus. Responsibilities Tier II will primarily be a mixture of escalated tickets and assisting Tier 1 with support for end users throughout the enterprise by analyzing, troubleshooting, and resolving basic through high-level technical issues (software, hardware, and network processes) using a logical and systematic approach. Assistance is a mixture of in-office and remote support. Tier II will also design and execute projects as needed. Troubleshoot or build out IVR Scripts and other call center solution components. Deploy infrastructure or larger scale technology solutions. Monitor and respond to system alerts and notifications to identify and resolve potential issues. Perform installation, troubleshooting, and support for desktop and laptop computers. OSes include Windows 11, macOS and Linux. Perform preventative maintenance, including patching, checking, and maintenance of workstations, printers, and peripherals. Develop how-to documentation for frequently asked questions. Provide after-hours on-call every few weeks, according to a schedule. This will include being the person that the primary on-call agent can escalate to as needed. Requirements Three or more years of experience in IT systems or network administration. Equivalent experience may be considered in lieu of formal education. Personable and effective customer service attitude with active listening skills. Strong interpersonal skills and ability to work effectively in a team environment. Attention to detail with the ability to consistently follow through on given tasks. Effective communication skills, both verbal and written, with the ability to communicate with individuals at all levels of the organization. Experience with Microsoft 365 suite. MS Azure, and MS Active Directory Domain Services. Knowledgeable in LAN, WLAN, VLAN, TCP/IP, DHCP, DNS protocols, and VPN network technologies. Knowledge of call center solutions backends. IVRs, dialing logic, CRM integrations. Microsoft Teams and Five9 are currently in use in varying capacities. Knowledge of Salesforce CRM. User administration, error troubleshooting. If you are looking for an exciting opportunity to further develop your skills in IT, we encourage you to apply for this position. #J-18808-Ljbffr