Technical Support Analyst II

Tulsa , Oklahoma

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Type: Contract-to-Hire

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.


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