Service Desk Technician II

Position Summary

The Service Desk Technician II provides advanced technical support and guidance to end-users, while also serving as an escalation point for Tier 1 issues. This role is responsible for triaging tickets and service requests, managing specialized software and systems, and contributing to IT projects and documentation. They demonstrate strong problem-solving skills, technical expertise, detail orientation, eagerness to grow, and a commitment to delivering exceptional client service.

Essential Job Functions & Accountabilities

Client Service

Respond to and resolve Service Desk tickets in a timely and professional manner, while providing a high-quality, consistent service experience within the defined Service Level Agreement (SLA).
Provide high-quality support for employee changes, program access, and intranet-related issues.
Assist with physical access security system and locator map updates.
Deliver training to end-users on systems, tools, and best practices.
Mentor Tier 1 technicians and support their development through knowledge sharing.

Technical Support

Triage and prioritize incoming service desk tickets, escalating as needed.
Troubleshoot and resolve issues related to Microsoft 365, account access, and file restores.
Support A/V systems and resolve complex hardware/software issues.
Manage iPad fleet, including configuration, deployment, and troubleshooting.
Provide support for engineering and specialized software applications.
Assist with file share permissions and access management.
Responsible for processing employee changes (new hires, moves, terminations) while maintaining accurate records and adhering to strict timelines.
Adhere to established IT policies, procedures, and standards, and actively works to improve processes.

Asset Management

Maintain accurate inventory of IT assets, including laptops, desktops, and peripherals.
Process RMAs (Return Merchandise Authorizations) for defective equipment.
Coordinate and execute device upgrades and replacements.
Participate in software vetting and compatibility assessments.
Maintain oversight of hardware and software inventory related to Tier 2 responsibilities.

Technical Writing

Handle access changes and account issues beyond Tier 1 scope.
Support EOR (End of Record) and GlobalSign certificate management.
Participate in IT projects, contributing technical insight and implementation support.
Maintain and update documentation, including the Service Desk Guide and KB articles.

Core Competencies

Communication

Keeps others informed, conveying information clearly and with an appropriate level of detail.
Listens attentively to others and takes an interest in what they have to say.
Responds openly to others encouraging honest, productive communication.

Integrity

Demonstrates consideration for the opinions, perspectives, and experiences of others.
Takes responsibility for personal actions and delivers on commitments.
Aims to understand how actions impact others.

Quality Orientation

Takes steps to ensure work is done correctly.
Delivers on client expectations.
Strives to follow policies and procedures.

Teamwork/Inclusion

Shares time, effort, and consideration with others.
Gets curious, takes interest and learns from the diversity of others.
Shows enthusiasm for team goals.

Continuous Learning

Views mistakes and change as a growth opportunity.
Recognizes gaps in personal knowledge and enthusiastically pursues opportunities to learn something new.
Engages others when tackling an unfamiliar task or responsibility.

Functional/Technical Expertise

Recognizes routine problems and identifies solutions.
Keeps up with industry and/or discipline standards.
Maintains best practice throughout all job functions.

Required Education, Experience, Licenses & Technical Competencies

High school diploma or equivalent required. Associate’s or bachelor's degree in information technology or related field preferred.
2 or more years of experience in a service desk or technical support role, or 4 or more years without an associate’s degree required.
Technical certifications (e.g., CompTIA A+, Network+) preferred.
Strong knowledge of Microsoft 365, Windows OS, and enterprise software tools.
Experience with A/V systems, mobile device management, and access control systems.
Experience with ITSM tools (e.g., ServiceNow, HALO, Jira Service Management).
Experience supporting Microsoft Windows-based computers (laptops, desktops, peripherals) and basic network hardware in a work environment. Understanding of ITIL practices and service management frameworks.
Strong understanding of IT networking concepts, including office/home connectivity troubleshooting over wired/wireless networks.
Some experience supporting Apple/Mac or iOS devices is preferred.
Excellent communication, documentation, and mentoring skills.
Ability to work independently and collaboratively in a fast-paced environment.
Ability to prioritize tasks and manage time effectively.
Demonstrates professionalism, reliability and integrity with respect to job requirements, exhibiting effective written and verbal communication skills.
Must demonstrate proficiency in all core competencies as described and characterized in this job description.

Physical & Other Requirements

Other duties as assigned
Provide coverage for early (7am) and late (6pm) shifts as needed to ensure coast to coast coverage
Availability after hours to address emergencies, outages and break-fixes
Availability to participate in occasional service desk maintenance windows occurring outside normal working hours
Occasional transportation of IT equipment (less than 50 pounds)
Occasional physical activity including ascending / descending ladders, positioning self under desks, working in IT closets, etc.
May occasionally travel to national offices (2-4 times/year)
Ability to read, write and communicate in English