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Help Desk Level Two Jobs in Utah (NOW HIRING)

Costa Vida

Senior Help Desk Technician

Pleasant Grove, UT · On-site

$18 - $24.25/hr

Maintain a high level of customer service while effectively communicating with both technical and ... Requirements * 5+ years of experience in a Help Desk, Desktop Support, or IT Support role.

LHMSH LLC

IT Help Desk Team Lead

Sandy, UT

Description The IT Help Desk Team Lead serves as a working lead for the Help Desk team, balancing ... Troubleshoot and resolve Tier 1 and Tier 2 incidents and service requests submitted via ...

Bohme

IT Help Desk Lead

Draper, UT · On-site

Evaluate and implement help desk tools, automation, and self-service capabilities What You Bring * 5+ years of IT support experience, with at least 1-2 years in a lead or supervisory role * Strong ...

BC Tech Pro

IT Help Desk

Magna, UT

$20.50/hr

Perform all assigned desk-side support activities * Display outstanding technical and professional ... Typically requires technical school certification or equivalent of 2-4 years of relevant experience

BC Tech Pro

IT Help Desk

Magna, UT · On-site

$20.50/hr

Perform all assigned desk-side support activities * Display outstanding technical and professional ... Typically requires technical school certification or equivalent of 2-4 years of relevant experience

Revere Health

Service Desk Analyst II-FT-IT-Provo

Provo, UT · On-site

$19.50 - $26.50/hr

Position Summary:Service Desk Analyst II is an intermediate level IT Service Desk position ... Provides end-user training as needed and encourages use of self-help IT resources. Provisions ...

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All JobsHelp Desk Level Two JobsHelp Desk Level Two Jobs in Utah

Help Desk Level Two information

What jobs pay $10,000 a month without a degree?

Help Desk Level Two roles typically do not pay $10,000 a month without specialized experience or certifications. High-paying jobs in this range often require advanced skills, certifications, or experience in fields like technology sales, software development, or specialized IT roles. Most positions paying that much without a degree are in sales, entrepreneurship, or highly skilled trades rather than entry-level help desk roles.

What is a Level 2 help desk issue?

A Level 2 help desk issue involves more complex technical problems that cannot be resolved by Level 1 support. It typically requires specialized knowledge, troubleshooting skills, and access to advanced tools or systems to diagnose and fix hardware, software, or network issues.

What are the key skills and qualifications needed to thrive as a Help Desk Level Two professional, and why are they important?

To thrive as a Help Desk Level Two professional, you need solid troubleshooting skills, in-depth knowledge of operating systems and networks, and typically an associate's degree or relevant certifications like CompTIA A+ or Microsoft Certified. Familiarity with ticketing systems such as ServiceNow, remote desktop tools, and diagnostic utilities is often required. Strong communication, patience, and problem-solving abilities help you resolve complex technical issues and support end users effectively. These skills are crucial for efficiently addressing escalated IT problems, ensuring minimal downtime, and maintaining user satisfaction.

What is Level 1 Level 2 and Level 3 support?

Help Desk Level 1 support involves basic troubleshooting and initial customer contact, handling common issues and providing standard solutions. Level 2 support handles more complex problems requiring deeper technical knowledge, often involving remote diagnostics. Level 3 support addresses advanced issues, typically involving specialized experts or engineers to resolve complex or persistent problems.

What are Help Desk Level Two technicians?

Help Desk Level Two technicians are IT support professionals who handle more complex technical issues that cannot be resolved by Level One support. They typically have deeper technical knowledge and troubleshooting skills, allowing them to solve software, hardware, and network problems. These technicians may also assist with system installations, configurations, and escalate unresolved issues to higher-level IT staff if necessary. Their role is crucial for maintaining efficient IT operations and ensuring user satisfaction.

What is a Level 2 help desk job description?

A Level 2 help desk technician handles more complex technical issues that cannot be resolved by Level 1 support, including troubleshooting hardware, software, and network problems. They often use remote tools, document solutions, and may escalate unresolved issues to higher-level support or specialized teams. Strong technical knowledge, problem-solving skills, and familiarity with ticketing systems are essential for this role.

What are the typical challenges faced by a Help Desk Level Two technician, and how can they be addressed?

Help Desk Level Two technicians often encounter complex technical issues that require in-depth troubleshooting beyond basic support. A common challenge is balancing multiple high-priority tickets while ensuring timely resolution and effective communication with both end-users and Level One support teams. To address these challenges, technicians should develop strong problem-solving skills, maintain clear documentation, and foster collaboration with other IT specialists. Staying current with system updates and participating in ongoing training can also help Level Two technicians handle escalated issues more efficiently.

What is the difference between Help Desk Level Two vs Help Desk Level One?

AspectHelp Desk Level TwoHelp Desk Level One
CertificationsCompTIA A+, HDI Support Center AnalystCompTIA A+, ITIL Foundation
ResponsibilitiesAdvanced troubleshooting, issue escalation, technical supportBasic troubleshooting, ticket logging, first contact support
Work EnvironmentHelp desk, IT support teams, technical departmentsHelp desk, customer service, support centers
Skills NeededTechnical troubleshooting, communication, problem-solvingCustomer service, basic technical knowledge

Help Desk Level Two professionals handle more complex technical issues, escalate problems, and provide advanced support, whereas Help Desk Level One staff focus on initial contact, basic troubleshooting, and ticket management. Level Two roles require more technical certifications and experience, making them suitable for those seeking to advance in IT support careers.

What cities in Utah are hiring for Help Desk Level Two jobs? Cities in Utah with the most Help Desk Level Two job openings:
Help Desk Level Two jobs near you
Senior Help Desk Technician

Senior Help Desk Technician

Costa Vida

Pleasant Grove, UT • On-site

$18 - $24.25/hr

Full-time

Posted 21 days ago

Costa Vida rating

5.4

Company rating: 5.4 out of 10

Based on 59 frontline employees who took The Breakroom Quiz

42nd of 104 rated fast food restaurants

Job description

We are seeking an experienced, customer-focused Senior Help Desk Technician to support our Corporate Office, Costa Vida Headquarters restaurants, and FatCats Family Entertainment Centers. This role is responsible for providing advanced technical support, troubleshooting hardware and software issues, resolving network connectivity problems, and ensuring team members have the technology resources they need to deliver exceptional guest experiences.
The ideal candidate has a strong technical expertise, excellent problem-solving skills, and experience supporting a diverse technology environment that includes point-of-sale systems, business applications, workstations, mobile devices, printers, audio/visual equipment, and network-connected devices. This position serves as an escalation point for complex technical issues, works within a Help Desk ticketing system, and may require travel to restaurant and entertainment center locations for onsite support, technology deployments, and new location openings.
Key Responsibilities
  • Respond to, prioritize, and resolve support requests through the organization's Help Desk ticketing system.
  • Serve as an escalation point for complex technical issues that cannot be resolved by Tier 1 support staff.
  • Troubleshoot and resolve hardware, software, network, and peripheral device issues.
  • Provide remote and onsite technical support for corporate office employees and field locations.
  • Support restaurant and entertainment center technologies, including POS systems, payment devices, workstations, kiosks, printers, televisions, audio/visual equipment, and related technologies.
  • Diagnose and resolve wired and wireless network connectivity issues.
  • Coordinate with vendors and third-party support providers as necessary.
  • Install, configure, and maintain desktop computers, laptops, mobile devices, and associated software.
  • Assist with user account administration, access management, Microsoft 365 administration, and endpoint management.
  • Document troubleshooting activities, root causes, and resolutions within the ticketing system.
  • Create and maintain knowledge base articles, standard operating procedures, and technical documentation.
  • Participate in technology deployments, upgrades, infrastructure projects, and new restaurant and Family Entertainment Center openings.
  • Travel as needed to support new location openings, including technology installation, configuration, testing, go-live support, and post-opening stabilization.
  • Identify recurring issues and recommend process improvements and technology enhancements.
  • Maintain a high level of customer service while effectively communicating with both technical and non-technical users.
  • Follow established IT policies, procedures, security standards, and best practices.
  • Mentor junior support technicians and contribute to team knowledge sharing and development.

Requirements
  • 5+ years of experience in a Help Desk, Desktop Support, or IT Support role.
  • Experience serving as a senior technician, escalation resource, or team lead.
  • Strong troubleshooting and diagnostic skills across multiple technology platforms.
  • Strong understanding of networking concepts, including:
  • TCP/IP
  • DHCP
  • DNS
  • VLANs
  • VPNs
  • Wired and wireless networking
  • Internet connectivity troubleshooting
  • Experience supporting Windows operating systems and Microsoft 365 environments.
  • Working knowledge of Active Directory and Microsoft Entra ID (Azure AD).
  • Experience with endpoint management platforms and remote support tools.
  • Ability to prioritize and manage multiple support requests in a fast-paced environment.
  • Strong written and verbal communication skills.
  • Ability to create clear and accurate technical documentation.
  • Valid driver's license and reliable transportation.
  • Ability and willingness to travel periodically, including overnight travel.

Preferred Qualifications
  • Experience supporting restaurant, hospitality, retail, or entertainment venue technology environments.
  • Experience supporting Point-of-Sale (POS) systems.
  • Experience with Microsoft Intune, Group Policy, and device deployment solutions.
  • Familiarity with network switches, firewalls, wireless access points, and basic network administration.
  • Experience supporting printers, payment terminals, digital signage, and A/V systems.
  • Experience participating in infrastructure projects and multi-site technology rollouts.
  • Experience supporting cloud-based business applications and SaaS platforms.

Preferred Certifications
Foundational IT Certifications
  • CompTIA A+
  • CompTIA Network+
  • CompTIA Security+

Microsoft Certifications
  • Microsoft 365 Certified: Endpoint Administrator Associate
  • Microsoft Certified Fundamentals (MS-900)
  • Microsoft Azure Fundamentals (AZ-900)

IT Service Management
ITIL Foundation Certification
Physical Requirements
  • Ability to sit, stand, walk, bend, kneel, crouch, and climb stairs for extended periods.
  • Ability to lift, carry, push, and pull equipment weighing up to 50 pounds.
  • Ability to install, maintain, and troubleshoot equipment in network closets, equipment rooms, under desks, and above ceilings.
  • Ability to safely use ladders and work at elevated heights when required.
  • Ability to travel to corporate offices, restaurant locations, and family entertainment centers.
  • Ability to operate a motor vehicle and maintain a valid driver's license.
  • Ability to work in a variety of environments, including office settings, restaurants, entertainment centers, and pre-opening construction sites.
  • Ability to distinguish colors, read technical documentation, and work with small cables, connectors, and electronic components.
  • Ability to perform repetitive hand and wrist movements associated with keyboard, mouse, and mobile device use.
  • Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Why Join Us?
This position offers the opportunity to support a dynamic mix of corporate, restaurant, and entertainment environments where technology directly impacts both employee productivity and guest satisfaction. As a Senior Help Desk Technician, you will play a key role in maintaining operational excellence, supporting critical business systems, and helping drive technology improvements across the organization. In addition to daily support responsibilities, you will contribute to the successful launch of new restaurants and Family Entertainment Centers, helping ensure a seamless technology experience from opening day forward.

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