Service Desk Technician II

Position Summary:

The Service Desk Technician II serves as an advanced point of contact for end-user IT support. This Tier 2 role focuses on resolving more complex technical issues, supporting Tier 1 technicians, delivering a high-quality customer experience, and ensuring timely resolution or appropriate escalation of incidents. The position is ideal for experienced IT support professionals looking to expand their technical expertise while taking greater ownership of troubleshooting, incident resolution, service desk operations, and IT projects.

Key Responsibilities:

Technical Support:

· Troubleshoot and resolve advanced issues related to Windows and macOS operating systems, standard business applications, hardware, networking (LAN/WAN, VPN, Wi-Fi), and peripherals (printers, phones, mobile devices).

· Provide support via phone, Microsoft Teams chat, email, remote tools, or in person.

· Investigate and resolve technical issues escalated from Tier 1 technicians.

Incident Management & Ticket Management:

· Answer, log, track, and manage incidents and service requests using the ticketing system.

· Prioritize requests according to defined service levels and business impact.

· Maintain clear, accurate, and concise ticket documentation.

· Confirm issue resolution with users prior to ticket closure.

· Take ownership of complex or escalated incidents through resolution or appropriate escalation.

User & Device Administration:

· Perform password resets, account unlocks, account creation, permission changes, and user administration using Active Directory, Microsoft Entra ID, or similar identity management tools.

· Assist with workstation deployment, hardware troubleshooting, software installations, device configuration, and endpoint management.

· Troubleshoot user access, authentication, Microsoft 365, and device-related issues.

IT Projects:

· Participate in and assist with IT projects, including hardware and software deployments, system upgrades, migrations, site implementations, and technology rollouts.

· Complete assigned project tasks while balancing daily service desk responsibilities and support requests.

· Work with other IT team members and departments to coordinate project activities, testing, implementation, and end-user support.

· Identify opportunities to improve existing systems, processes, and technologies through project work and day-to-day support experience.

Documentation & Knowledge Management:

· Creating and updating knowledge base articles and technical documentation for recurring issues, troubleshooting procedures, service desk processes, and IT projects.

Escalation & Collaboration:

· Serve as an escalation point for Tier 1 technicians and assist with troubleshooting more complex technical issues.

· Identify issues outside Tier 2 scope and escalate to appropriate IT resources with thorough documentation of troubleshooting steps already taken.

· Collaborate with IT team members to identify recurring issues, improve support processes, and support service desk goals and continuous improvement.

· Provide technical guidance and knowledge sharing to Tier 1 technicians as needed.

Required Knowledge and Skills:

Technical & Problem Solving:

· Strong working knowledge of Windows and/or macOS operating systems.

· Working knowledge of Microsoft 365, Microsoft Entra ID, Active Directory, email platforms, and common business applications.

· Strong understanding of hardware, peripherals, endpoint troubleshooting, and networking concepts including TCP/IP, DNS, DHCP, VPN, and Wi-Fi.

· Ability to independently troubleshoot complex technical issues, identify root causes, and determine appropriate solutions.

· Ability to work with endpoint management, remote support, and identity management tools.

Customer Service & Communication:

· Strong verbal and written communication skills.

· Ability to explain technical concepts in clear, user-friendly language.

· Patient, service-oriented approach with a focus on user satisfaction.

· Ability to effectively communicate with both technical and non-technical users.

Organize & Work Style

· Strong attention to detail, particularly in ticket documentation.

· Ability to manage and prioritize multiple requests, escalations, and project responsibilities in a fast-paced environment.

· Ability to work effectively both independently and as part of a team.

· Ability to take ownership of technical issues and drive them through resolution.

· Ability to assist and mentor Tier 1 technicians through troubleshooting and knowledge sharing.

· Ability to manage assigned project tasks, meet deadlines, and communicate progress or potential roadblocks.

Education/Licensure/Technical Requirements:

· 3–4 years of experience in a help desk, service desk, desktop support, or technical support role preferred in recent positions.

· Previous experience providing Tier 2 support or handling escalated technical issues preferred.

· Experience supporting Microsoft 365, Active Directory, Microsoft Entra ID, endpoint devices, and business networking environments preferred.

· Experience participating in IT projects, deployments, migrations, upgrades, or other technology initiatives preferred.