Service Desk Specialist II

About the role

The Service Desk Specialist II role provides Tier 2 support to clients, addressing and resolving hardware, software, network and security issues, while maintaining recurring onsite commitments to static client(s).

Responsibilities

• Timely and effective resolution of Tier 2 server, desktop and application service requests
• Act as a supportive technical resource for the team to ensure service needs are met
• Develop and maintain strong relationships with your assigned client(s) and team members
• Manage client IT systems and adhere to service level agreements
• Aid in escalation management by handling lower-level escalations
• Work with their Team Lead and team members across departments to help drive tactical and strategic operational items related to their assigned client(s)
• Ensure NetCov has updated customer documentation needed to provide best-in-class support
• Maintain a daily 85% billable rate working tickets and answering phone calls
• Potential for on-sites at customer offices, which would be directed by the Team Lead as the team need arises
• Real time tracking and updates of support tickets in Network Coverage’s ticketing system
• Monitor and optimize client systems for efficient performance, reliability and security
• Produce and update technical documentation for client systems and team training
• Collaborate with the managed services team to identify client trends
• Maintain clear client communication and set expectations on active support inquiries
• Identify opportunities to enhance process efficiency and implement best practices
• Remain updated on industry advancements and enhance technical skills
• Ensure that all customer inquiries and complaints are addressed promptly and professionally

Requirements

• Expanded technical knowledge of current IT infrastructures including servers, networks, virtualization, cloud systems and security
• Proficiency with Microsoft server and client operating systems, Active Directory, DNS, DHCP, VDI technologies, Exchange/Office 365 and desktop applications
• Proficiency with LAN/WAN connectivity designs, firewalls, switching and wireless
• Management of cloud systems including AWS, Azure and Office 365
• Ability to diagnose and resolve technical issues timely and effectively
• Experience with various troubleshooting tools and techniques
• Strong organizational skills and ability to prioritize tasks
• Excellent verbal and written communication abilities
• Active listening skills to fully understand client issues and concerns
• High attention to detail to ensure accurate record-keeping
• Capacity to explain technical concepts and solutions to non-technical stakeholders

Qualifications and Experience

• Bachelor's degree or Associate’s degree in Information Technology, Computer Science, Network Administration or related field
• 2-5 years of relevant IT experience as either a Systems Analyst, Systems Administrator, IT Specialist or similar position
• Industry certifications e.g., CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA, or similar, are highly desirable