IT Service Desk II

Key Responsibilities

• Provide technical support to end users via phone, email, and chat.
• Diagnose and resolve hardware, software, network, and connectivity issues remotely.
• Escalate complex issues to Field Support or specialized IT teams while ensuring smooth handoffs.
• Deliver occasional on-site support for technical issues requiring physical presence.
• Document incidents, service requests, and resolutions within the IT ticketing system.
• Keep users informed with timely updates throughout the support process.
• Aid with software deployments, system updates, and IT asset management.
• Identify recurring issues and recommend process improvements and long-term solutions.
• Create and maintain knowledge base documentation.
• Follow ITIL best practices and contribute to continuous improvement initiatives.
• Support business continuity and disaster recovery testing activities.

Required Qualifications

• Experience providing IT Service Desk or Help Desk support in a fast-paced environment.
• Strong knowledge of Windows 10/11, Microsoft 365, Azure Active Directory, and on-premises Active Directory.
• Experience using IT service management (ITSM) platforms and ticketing systems.
• Proven ability to troubleshoot hardware, software, network, and remote connectivity issues.
• Excellent customer service, communication, and problem-solving skills.
• Ability to manage multiple priorities while maintaining a high level of service.
• Ability to explain technical concepts clearly to non-technical users.
• Must reside within normal commuting distance of the Central Ohio area for occasional on-site support.

Preferred Qualifications

• Experience working in an ITIL-based support environment.
• Experience with endpoint software deployment and IT asset management.
• Knowledge of business continuity or disaster recovery processes.
• Experience identifying trends and recommending service improvements.