{"id":2487298,"url":"https://alion.io/job/nwpx-information-technology-technical-support-specialist-ii","title":"Information Technology - Technical Support Specialist II","company":{"id":4421778,"name":"NWPX","domain":"nwpx.com","url":"https://alion.io/company/nwpx","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Orem, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":53000,"max_usd":105000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":483},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Freshdesk","optional":false},{"name":"Jira","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-05T08:00:00Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-26T21:45:38Z","board_verified":true,"closed_at":null,"days_open":21,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":21},"description":"ABOUT THE JOB:\nAs the second tier of the technical support team, work to troubleshoot, triage, and resolve user issues with desktop applications, network connectivity, computer hardware, and peripherals. Enter and manage workload in our trouble ticket system; reviewing and responding to escalated end user requests. Use remote management tools to diagnose problems. \n\nESSENTIAL FUNCTIONS AND MAJOR RESPONSIBILITIES:\nMonitor ticket queue for new tech support requests, gathering information from end users to properly categorize and troubleshoot issues to for either resolution or escalation in a timely fashion\nAnswer telephone calls to the tech support line and accurately transcribe information into a trouble ticket, capturing all relevant details and contact information\nPrioritize issues and task-switch as new requests come in\nCreate, remove, and manage permissions of User Accounts within Active Directory and other systems\nUtilize remote monitoring and management tools to address health status issues, errors, and security failures on computers \nPerform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems & applications per company standards\nReview alerts for system health and security, perform in-depth diagnostics to determine severity, and resolve or escalate as needed\nAccurately document resolutions and contribute to knowledge base\nPerform effective root cause analyses and assist the team in creating strategies to prevent repeat issues \nBe available to Technical Support Specialist I staff as first point of escalation; answering general questions and providing suggestions to assist in resolving active tickets or assuming ownership over those tickets, depending on skill and ability level\nAssist the infrastructure team in tests and projects where applicable\n\nSECONDARY RESPONSIBILITIES:\nOther duties as assigned\n\nSUPERVISORY RESPONSIBILITIES:\nThere are no supervisory responsibilities associated with this position\n\nKNOWLEDGE, SKILLS, ABILITIES:\nAdvanced understanding of Windows desktop operating systems in a Windows domain environment\nIntermediate understanding of Active Directory, DHCP, DNS, network drives, networking, and connectivity\nBasic understanding of Group Policy Objects and Group Policy Management in a Windows domain environment\nDemonstrable troubleshooting and problem-solving skills\nExceptional verbal & written communication skills\nAbility to communicate effectively with both technical and non-technical personnel\nExperience working with a ticketing system, such as Jira, Zendesk or Freshdesk\n\nEDUCATION/EXPERIENCE:\nMinimum High School diploma \nAdditional technical education or certification desired\n2 to 5 years in helpdesk or desktop support position preferred\n\nPHYSICAL DEMANDS/WORK ENVIRONMENT:\nThe physical demands described here are representative of those that must be met by the employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.\nRegular, reliable and predictable attendance is necessary in order to perform the essential functions of this position.\n\nPhysical Activity\nOver 2/3 of the time\nStanding/Sit: Remaining upright in a stationary position, particularly for sustained periods.\nFingering: Picking, pinching, typing or otherwise working, primarily with fingers rather than with whole hand or arm as in handling to complete computer work.\nTalking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly.\nCommunicating: Expressing or exchanging ideas and information accurately, in written or diagram form.\nHearing: Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive detailed information through oral communication, and making fine discriminations in sound.\nLess than 1/3 of the time:\nStooping: Positions self to move office equipment\nCrawling: Moving about to access desk cabling\nReaching: Grabbing things from a distance above or from the side.\nWalking: Moving about to accomplish tasks, particularly for long distances or moving from one work site to another.\n\nPhysical Requirements\nLight work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.\n\nVisual Acuity\nThe worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; and visual inspection involving small defects at distances close to the eyes.\nOver 2/3 of the time:\nThe worker is required to have close vision (clear vision at 20 inches or less).\nThe worker is required to have color vision (ability to identify and distinguish colors).\nLess than 1/3 of the time:\nThe worker is required to have peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point).\nThe worker is required to have depth perception (three-dimensional vision, ability to judge distances and spatial relationships).\nThe worker is required to have the ability to adjust visual focus (ability to adjust the eye to bring an object into sharp focus).\n\nWeather Conditions\nThe worker is not substantially exposed to adverse environmental conditions (as in typical office or administrative work)\n\nNoise Levels\nOver 2/3 of the time:\nModerate noise (examples: business office with computers and printers, light traffic)","description_format":"text","description_chars":5716,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-14T00:54:51Z"}],"visa":[],"liveness":{"score":74,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.821,"p_room":0.9,"age_days":20,"expected_fill_days":50,"reasons":["conf:3","win:mid"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/nwpx-information-technology-technical-support-specialist-ii","json_url":"https://alion.io/job/nwpx-information-technology-technical-support-specialist-ii.json","meta":{"generated_at":"2026-10-27T01:45:47Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":766,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4421778},"rest":"https://alion.io/mcp/rest/get_company?id=4421778"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fnwpx-information-technology-technical-support-specialist-ii"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fnwpx-information-technology-technical-support-specialist-ii"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fnwpx-information-technology-technical-support-specialist-ii"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/nwpx-information-technology-technical-support-specialist-ii\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fnwpx-information-technology-technical-support-specialist-ii"}]}