Technical Support Analyst II
Tulsa , Oklahoma
Experience: 0
Category: Information Technology
Contractor Work Model: Onsite
Brand: System One
Shift: On-Site
Job ID: 344358
Date Posted: 12/18/2025
Shortcut: http://jobs.systemone.com/IaBPlJ
Overview
We are seeking a skilled and customer-focused Help Desk II Technician to provide advanced technical support to end-users. This role serves as the escalation point for complex issues that cannot be resolved at the Tier I level. The ideal candidate will have strong troubleshooting abilities, excellent communication skills, and the ability to work independently while supporting a wide range of IT systems and applications.
Key Responsibilities
- Technical Support
- Provide second-level support for hardware, software, and network issues.
- Troubleshoot and resolve escalated tickets from Help Desk I staff.
- Assist with installation, configuration, and maintenance of desktop systems and applications.
- System Administration Assistance
- Support user account management, permissions, and access controls.
- Perform routine maintenance tasks such as updates, patches, and backups.
- Assist in monitoring system performance and security.
- Customer Service
- Communicate effectively with end-users to understand and resolve technical issues.
- Document solutions and provide clear instructions to users.
- Deliver training and guidance on IT best practices when needed.
- Collaboration & Escalation
- Work closely with Systems Administrators and IT staff to resolve complex problems.
- Escalate unresolved issues to Tier III or specialized teams as appropriate.
- Contribute to knowledge base documentation for recurring issues.
- Continuous Improvement
- Identify opportunities to improve support processes and efficiency.
- Stay current with emerging technologies and recommend improvements.
- Participate in IT projects and system upgrades as assigned.
Qualifications
- Associate or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
- 2–4 years of experience in IT support or help desk roles.
- Strong knowledge of Windows and/or macOS environments, Microsoft Office, and common business applications.
- Familiarity with networking basics (TCP/IP, DNS, DHCP) and remote support tools.
- Excellent problem-solving, communication, and customer service skills.
- Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Desktop Support Technician) are a plus.
Ref: #208-Rowland Tulsa
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