20226 - Service Desk Representative II

About the role

Serves as the first point of contact for employee technical support requests, providing timely troubleshooting and resolution for hardware, software, and connectivity issues. Manages and prioritizes Helpdesk tickets within the ITSM platform, ensuring incidents, requests, and service activities are accurately documented and resolved within established service levels. Installs, configures, maintains, and troubleshoots desktop computers, laptops, tablets, smartphones, network printers, Zebra printers, Scrap printers, and related peripherals. Performs system imaging, deployment, and administration activities for PCs, laptops, scanners, and other network-connected devices to support operational requirements. Opens, updates, tracks, and closes incidents and service requests, maintaining detailed records of troubleshooting steps, resolutions, and customer communications. Executes user data backup and restoration activities in accordance with organizational procedures, ensuring data integrity and minimizing business disruption during device replacements or repairs. Maintains accurate hardware and software inventories, applies asset naming and labeling standards, supports equipment upgrades and replacements, and consistently adheres to customer support policies, procedures, and performance expectations.

Responsibilities

• Responds to technical inquiries received through phone, email, and messaging platforms.
• Diagnoses and resolves basic hardware, software, and device-related issues.
• Manages and prioritizes Helpdesk tickets within the ITSM platform.
• Installs, configures, maintains, and troubleshoots desktop computers, laptops, tablets, smartphones, network printers, Zebra printers, Scrap printers, and related peripherals.
• Performs system imaging, deployment, and administration activities for PCs, laptops, scanners, and other network-connected devices.
• Opens, updates, tracks, and closes incidents and service requests, maintaining detailed records of troubleshooting steps, resolutions, and customer communications.
• Executes user data backup and restoration activities in accordance with organizational procedures.
• Maintains accurate hardware and software inventories, applies asset naming and labeling standards, supports equipment upgrades and replacements, and consistently adheres to customer support policies, procedures, and performance expectations.

Requirements

• High School Diploma, GED, or equivalent combination of education and experience.
• 1-2 years of experience providing IT support, Help Desk, Desktop Support, or related technical services.
• Basic understanding of networking concepts, connectivity, and troubleshooting.
• Experience supporting Microsoft Windows operating systems, Microsoft Office applications, and Microsoft Exchange.
• Strong troubleshooting and problem-solving skills with the ability to identify root causes and implement corrective actions.
• Ability to effectively manage multiple priorities, organize work assignments, and complete tasks/projects within established deadlines.
• Strong customer service and communication skills with the ability to work independently and collaboratively while supporting internal and external customers.

Nice-to-Have Requirements

• Knowledge of antivirus software administration and endpoint security best practices.
• Experience supporting hardware peripherals, printers, scanners, and other end-user computing devices.
• Familiarity with IT Service Management (ITSM) tools and incident ticketing systems.
• Professional IT certifications such as CompTIA A+, CompTIA Network+, Microsoft Fundamentals, or equivalent technical certifications.

Benefits

In addition to a competitive salary, this position offers a fantastic benefits package that includes comprehensive medical/dental coverage, generous PTO, education assistance, and annual merit increase eligibility in a growth-focused work environment.

Team Culture

The Service Desk team operates in a fast-paced, customer-focused environment where collaboration, accountability, and continuous improvement are highly valued. Team members are empowered to take ownership of issues, think critically to resolve technical challenges, and deliver high-quality support experiences. The culture emphasizes strong communication, adaptability, and a shared commitment to maintaining reliable IT services that enable the broader organization to succeed.

Customer-first mindset

The team prioritizes responsiveness, empathy, and clear communication to ensure a positive support experience for all employees.

Collaborative problem-solving

Team members actively share knowledge, support one another, and work together to resolve complex technical issues efficiently.

Accountability and ownership

Individuals are trusted to manage their workload, follow through on tickets, and ensure issues are fully resolved with attention to detail.

Continuous improvement and adaptability

The team embraces process improvements, evolving technologies, and feedback to enhance service quality and efficiency.

Balanced independence and teamwork

While self-sufficiency is encouraged, team members contribute to a supportive environment where help and guidance are readily available.

Equal Employment Opportunity

Our Company adheres to the equal employment opportunity guidelines set forth by federal, state and local laws. The information requested on this form is sought in good faith and will not be used to discriminate against the applicant based on race, religion or creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic characteristics, marital status, sex or gender (which includes pregnancy, childbirth, or related circumstances), gender identity, gender expression, age, citizenship, sexual orientation, family care or medical leave status, military and veteran status, political affiliation, or any other characteristic protected by federal, state and local laws.