IT Service Desk Tier 2

About The Role

The IT Service Desk Support role focuses on providing remote technical support to our 1000+ associates, ensuring timely resolution of IT requests (incidents and service requests). This position works closely with the Field Support team by managing escalations, troubleshooting advanced issues, and maintaining seamless IT operations. While the role is primarily remote, occasional on-site visits may be required to address specific technical needs or assist with hands-on tasks at company locations.

Responsibilities

• Respond to requests for technical assistance via phone, chat, or email.
• Diagnose and resolve technical issues remotely, escalating to the Field Support or other IT teams as needed.
• Collaborate with the Field Support team to address escalated issues and ensure seamless handoffs for on-site troubleshooting.
• Provide occasional on-site support for tasks requiring additional physical presence.
• Document all customer interactions and resolutions in the ticketing system with accuracy and clarity.
• Provide proactive communication and updates to associates regarding the status of their requests.
• Manage IT assets and ensure proper deployment of software and updates across remote systems.
• Identify trends in support issues and recommend long-term solutions and system enhancements.
• Maintain and update the knowledge base by creating clear, concise documentation for common issues and solutions.
• Follow ITIL best practices and contribute to improving remote support processes.
• Support IT service continuity by participating in business continuity planning and testing.

Qualifications

• Technical Proficiency: Strong knowledge of Windows operating systems, Office 365, Azure AD, On-Prem Active Directory, and Windows 10/11.
• Proficiency with IT Service Management tools and ticketing systems.
• Experience in remote troubleshooting of hardware, software, and network issues.

Benefits

• Comprehensive medical, dental and vision plans.
• HSA / FSA.
• 401(k) matching.
• Employee Assistance Program (EAP).

Pay

Competitive compensation package.

Schedule

Primarily remote, with access to collaboration tools and virtual meetings to coordinate with IT teams. Occasionally on-site at company locations in Upstate New York for specific technical needs or additional hands-on support.

Team-Oriented Environment

A team-oriented environment focused on delivering exceptional service to associates.

Other Duties

This job description is not exhaustive and may be subject to change as business needs evolve. The role may require additional duties to ensure efficient and effective support of IT operations.