Service Desk Technician 2

Responsibilities

• Troubleshoot problems reported by end‑users via email, telephone, chat, or in‑person as the single point of contact for technical issues.
• Communicate customer feedback to appropriate internal team members and liaise with other support teams to resolve requests and achieve customer satisfaction.
• Participate in on‑call rotation.
• Provide technical support to help customers resolve IT issues, incidents, requests, and inquiries.
• Ensure proper documentation, notification, escalation, tracking, and follow‑up of all incidents.
• Escalate or troubleshoot issues with external vendors.
• Analyze IT incident reports and questions to identify trends, make recommendations for changes, and prevent future problems.
• Escalate serious problems to relevant departments and teams; escalate requests that cannot be solved at the service‑desk tier.
• Develop documentation related to procedures for technical support, computer and peripheral use, technology inventory, and network resource application.
• Participate in team meetings and contribute to IT projects.

Qualifications

• High School diploma or GED.
• 3 years experience in IT and Desktop Services.
• Preferred: MCSA and/or CompTIA A+ and Network+ certifications; Azure or Cisco certifications; A+, Microsoft, Customer Service fundamentals.

Skills

• Working knowledge of Microsoft Excel and MS Word.
• Basic keyboarding and calculator skills; ability to perform advanced math and follow complex instructions.
• Fluency in English; Spanish fluency strongly encouraged.

Schedule

• Occasional requirement to work more than 40 hours per week to perform essential functions.
• On‑call rotation duties.
• Lifting up to 30 lb may be required in an office setting.