Tier II Help Desk Analyst
Summary
| Title: | Tier II Help Desk Analyst |
|---|---|
| ID: | 1815 |
| Security Clearance Requirement: | Public Trust |
| Location: | Tempe, AZ |
| Employment Type: | Full Time |
Description
At Imagine Believe Realize, LLC (IBR) we are driven by innovation, transformation and a relentless pursuit of excellence. As an industry leader delivering impactful results, we thrive on solving complex technical challenges and developing cutting-edge solutions that empower our customers and advance critical missions.
IBR is a fast-growing company fueled by passion, curiosity, and innovative thinking – where every team member has the opportunity to continuously learn, unlock their full potential, and redefine what is possible in engineering and technology. If you are inspired by innovation, eager to make a difference, and ready to bring your creativity and expertise to a mission-focused team, we invite you to join us and together, we will shape the future. Let’s Make It Real!
The Tier II Help Desk Analyst must be able to meet the key criteria below:
Location: Must be able to be onsite in Tempe, AZ Monday-Friday for project execution.
Years’ Experience: 5+ years professional Help Desk experience
Education: Bachelor’s Degree in Information Technology or equivalent experience
Security Clearance: IBR is a federal contractor. Applicants must be able to obtain and maintain a Public Trust security clearance issued by the National Credit Union Administration. This agency handles and adjudicates the security clearance process.
NOTE: United States Citizenship is required as part of the eligibility criteria to be able to obtain this type of security clearance.
Employment Type: Full Time
Work Schedules: Must be onsite in Tempe, AZ Monday-Friday from 9:00am-5:00pm PST.
Key Skills:
Position Overview
As a Tier II Help Desk Analyst at IBR, you will play a key role in providing the central point of contact for all IT-related inquiries, support requests from end users, and will be responsible for endpoint management and Help Desk troubleshooting as a member of the National Credit Union Administration program.
Responsibilities
Qualifications
Application Deadline:
Applications will be reviewed as received and accepted on a continuous basis until the position is filled. Early application is strongly encouraged.
Physical Demands and Work Environment
This role primarily involves sedentary work, in a workplace and/or home office environment. There are some physical demands associated with the role, including:
Benefits and Compensation Information
At Imagine Believe Realize, LLC (IBR), we recognize that our employees are our greatest asset. We are committed to attracting and retaining exceptional talent by offering competitive compensation, comprehensive benefits, and programs that support employees' health, financial well-being, professional growth, and work-life balance. Eligible employees enjoy a robust total rewards package that includes:
Salary Range: $45,000.00 - $57,000.00 USD annually.
This salary range represents the anticipated range for this position at the time of posting. Actual compensation may vary based on qualifications, experience, work location, internal equity, and business needs.
Apply Today
If you are ready to grow your career and make an impact, then we encourage you to apply today by submitting an application. We welcome you to explore additional job opportunities listed on our careers page https://teamibr.applicantstack.com/x/openings.
Applicants who require alternative assistance with the application or interview process may request reasonable accommodations by contacting us using the contact information provided below:
info@teamibr.com
407.459.1830
Compliance and Regulatory Statements
Equal Employment Opportunity (EEO) Statement
Imagine Believe Realize, LLC (IBR) is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics such as race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, creed, age, national origin, disability (including pregnancy, childbirth, or related medical conditions), marital status, veteran status, or any other applicable legally protected class in accordance with federal, state, and local laws.
Employment Eligibility
Employment with IBR is contingent upon successful completion of all pre-employment requirements, including verification of identity and authorization to work in the United States. The Company participates in the federal E-Verify program and will verify the identity and employment eligibility of all newly hired employees in accordance with applicable federal law.
Please Note: Certain positions may require U.S. citizenship, the ability to obtain and maintain a U.S. Government security clearance, or other government contract eligibility requirements. Such requirements will be identified in the individual job posting where applicable.
Individuals with Disabilities
Imagine Believe Realize, LLC (IBR) is committed to providing equal employment opportunities to qualified individuals with disabilities and to making reasonable accommodations to enable them to apply for positions and perform the essential functions of their jobs. If you require a reasonable accommodation during the application or interview process, please contact Human Resources at info@teamibr.com.
Veterans
Imagine Believe Realize, LLC (IBR) is committed to providing equal employment opportunities to qualified protected veterans and to making reasonable accommodations to enable them to apply for positions and perform the essential functions of their jobs in accordance with the Vietnam Era Veterans' Readjustment Assistance Act (VEVRAA). If you require a reasonable accommodation during the application or interview process, please contact Human Resources at info@teamibr.com
Pay Transparency
The anticipated compensation range for this position will be provided in accordance with applicable federal, state, and local pay transparency laws. Actual compensation offered will be determined based on factors such as the candidate's skills, qualifications, experience, education, geographic location, internal equity, and business needs.
In addition to base pay, eligible employees may be offered a comprehensive benefits package, paid time off, retirement benefits, bonus opportunities, and other programs, where applicable. Eligibility for benefits and incentive programs is governed by the terms of the applicable plans and company policies.
IBR is a fast-growing company fueled by passion, curiosity, and innovative thinking – where every team member has the opportunity to continuously learn, unlock their full potential, and redefine what is possible in engineering and technology. If you are inspired by innovation, eager to make a difference, and ready to bring your creativity and expertise to a mission-focused team, we invite you to join us and together, we will shape the future. Let’s Make It Real!
The Tier II Help Desk Analyst must be able to meet the key criteria below:
Location: Must be able to be onsite in Tempe, AZ Monday-Friday for project execution.
Years’ Experience: 5+ years professional Help Desk experience
Education: Bachelor’s Degree in Information Technology or equivalent experience
Security Clearance: IBR is a federal contractor. Applicants must be able to obtain and maintain a Public Trust security clearance issued by the National Credit Union Administration. This agency handles and adjudicates the security clearance process.
NOTE: United States Citizenship is required as part of the eligibility criteria to be able to obtain this type of security clearance.
Employment Type: Full Time
Work Schedules: Must be onsite in Tempe, AZ Monday-Friday from 9:00am-5:00pm PST.
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.
Position Overview
As a Tier II Help Desk Analyst at IBR, you will play a key role in providing the central point of contact for all IT-related inquiries, support requests from end users, and will be responsible for endpoint management and Help Desk troubleshooting as a member of the National Credit Union Administration program.
Responsibilities
- Provide 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 NCUA provided training as requested
- Will always maintain a high level of customer satisfaction and professionalism.
Qualifications
- Must be able to obtain and maintain a Public Trust security clearance
- 5+ years professional experience providing Tier 2 Help Desk experience
- Bachelor 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
Application Deadline:
Applications will be reviewed as received and accepted on a continuous basis until the position is filled. Early application is strongly encouraged.
Physical Demands and Work Environment
This role primarily involves sedentary work, in a workplace and/or home office environment. There are some physical demands associated with the role, including:
- Extended periods of sitting and working at a computer workstation.
- Occasional lifting and carrying of equipment or materials weighing up to 20 pounds.
- Occasional travel to client sites or meetings may be required.
- Work may need to be performed in a fast-paced environment requiring quick decision making.
- Flexible work arrangements may be available based on business needs.
- Will be exposed to a wide variety of clients in differing functions, personalities, and abilities.
Benefits and Compensation Information
At Imagine Believe Realize, LLC (IBR), we recognize that our employees are our greatest asset. We are committed to attracting and retaining exceptional talent by offering competitive compensation, comprehensive benefits, and programs that support employees' health, financial well-being, professional growth, and work-life balance. Eligible employees enjoy a robust total rewards package that includes:
- Nationwide medical, dental, and vision insurance
- 3 weeks of Paid Time Off and 11 Paid Federal Holidays
- 401k matching
- Life Insurance, Short-Term Disability, and Long-Term Disability at no cost to our employees
- Supplemental insurance options
- Flexible spending accounts and Dependent Care spending accounts
- Wellness incentives
- Reimbursement for professional development and certifications
- Access to training assistance opportunities to support career growth and progression
- Hybrid and Remote work opportunities to support work-life balance
Salary Range: $45,000.00 - $57,000.00 USD annually.
This salary range represents the anticipated range for this position at the time of posting. Actual compensation may vary based on qualifications, experience, work location, internal equity, and business needs.
Apply Today
If you are ready to grow your career and make an impact, then we encourage you to apply today by submitting an application. We welcome you to explore additional job opportunities listed on our careers page https://teamibr.applicantstack.com/x/openings.
Applicants who require alternative assistance with the application or interview process may request reasonable accommodations by contacting us using the contact information provided below:
info@teamibr.com
407.459.1830
Compliance and Regulatory Statements
Equal Employment Opportunity (EEO) Statement
Imagine Believe Realize, LLC (IBR) is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics such as race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, creed, age, national origin, disability (including pregnancy, childbirth, or related medical conditions), marital status, veteran status, or any other applicable legally protected class in accordance with federal, state, and local laws.
Employment Eligibility
Employment with IBR is contingent upon successful completion of all pre-employment requirements, including verification of identity and authorization to work in the United States. The Company participates in the federal E-Verify program and will verify the identity and employment eligibility of all newly hired employees in accordance with applicable federal law.
Please Note: Certain positions may require U.S. citizenship, the ability to obtain and maintain a U.S. Government security clearance, or other government contract eligibility requirements. Such requirements will be identified in the individual job posting where applicable.
Individuals with Disabilities
Imagine Believe Realize, LLC (IBR) is committed to providing equal employment opportunities to qualified individuals with disabilities and to making reasonable accommodations to enable them to apply for positions and perform the essential functions of their jobs. If you require a reasonable accommodation during the application or interview process, please contact Human Resources at info@teamibr.com.
Veterans
Imagine Believe Realize, LLC (IBR) is committed to providing equal employment opportunities to qualified protected veterans and to making reasonable accommodations to enable them to apply for positions and perform the essential functions of their jobs in accordance with the Vietnam Era Veterans' Readjustment Assistance Act (VEVRAA). If you require a reasonable accommodation during the application or interview process, please contact Human Resources at info@teamibr.com
Pay Transparency
The anticipated compensation range for this position will be provided in accordance with applicable federal, state, and local pay transparency laws. Actual compensation offered will be determined based on factors such as the candidate's skills, qualifications, experience, education, geographic location, internal equity, and business needs.
In addition to base pay, eligible employees may be offered a comprehensive benefits package, paid time off, retirement benefits, bonus opportunities, and other programs, where applicable. Eligibility for benefits and incentive programs is governed by the terms of the applicable plans and company policies.
