IT Service Desk Support Specialist II - IT Shared Services

LEVEL II - Provides advanced technical support for complex hardware, software, access, connectivity, and application issues. Independently diagnoses problems that may span multiple systems or lack established resolution procedures and coordinates resolution with other technical teams when appropriate.

• Performs, at minimum, the responsibilities outlined for Level I
• Receives escalated tickets and guidance requests from Level I and either advises or takes ownership of resolution.
• Handles complex, multi-factor troubleshooting beyond Tier 0/Tier 1 scope.
• Diagnoses independently and determines when and how to escalate further (e.g., to infrastructure, applications, or other technical teams), including clear ticket resolution/communication in the handoff.
• Documents incidents and contributes directly to knowledge base content, identifying gaps and creating new articles for recurring issues.
• Manages difficult or complex customer interactions, not just routine requests.
• Identifies trends in recurring issues and recommends solutions, rather than simply reporting them upward.
• Supports and mentors Level I staff, including answering guidance requests on escalated or ambiguous issues.
• Participates in and owns smaller projects.
• Exercises greater independent technical judgment rather than following fixed procedure.
• Adheres to defined SLA targets for escalated and complex issues, and manage SLA risk on tickets nearing breach, including proactive communication to end user.

Core Competencies

• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

KNOWLEDGE/EXPERIENCE:

• Knowledge of basic computer hardware, including desktops, laptops, printers, mobile devices, and common peripherals.
• Working knowledge of desktop operating systems and familiarity with server environments sufficient to trouble shoot client-side issues and appropriately escalate server-related problems. Experience supporting Microsoft products, VPN, Endpoint, endpoint management tools, remote support tools, EHR platforms and ITSM systems preferred.
• Working knowledge of a range of diagnostic utilities, including remote support tools such as remote desktop or screen-sharing software, ping and tracert, and basic Active Directory tools.
• Familiarity with the fundamental principles of ITIL, particularly incident and request management.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Strong documentation skills.

EDUCATION/CERTIFICATION

• High school diploma or equivalent required; Associate's or Bachelor's degree in computer science, information technology, or a related field preferred, and/or one to two years of equivalent help desk or customer service work experience.
• CompTIA A+ certification preferred; ITIL Foundation certification a plus.