Service Desk Technician II

About the role

The Service Desk Tech II will provide technical support to internal customers, respond to service desk requests within defined SLA's, and ensure efficient and effective resolution of issues across various technology domains.

Responsibilities

• Respond to Corporate IT service requests within defined SLAs, delivering timely and effective technical support to end users—including executives and VIPs—via in-person, phone, chat, or email channels.
• Serve as the first escalation point for complex technical incidents and service requests, resolving issues independently or coordinating with internal teams and vendors as needed.
• Provide high-level customer service to all end users, with special attention to executive support needs.
• Support onboarding and offboarding activities, including IT orientation, account provisioning, group permission updates, license assignments, and ensuring a seamless technology setup for new hires and departing employees.
• Manage the deployment and configuration of endpoint devices in accordance with established procedures, while identifying and implementing improvements to software deployment and asset tracking.
• Create, maintain, and update standard operating procedures, service desk documentation, and internal knowledge base articles to support consistent and effective IT service delivery.
• Promote adherence to ITIL service management principles and contributes to the adoption of industry best practices.
• Support the setup and maintenance of conference room technology, including audio/visual systems, video conferencing, and presentations.
• Collaborate with cross-functional teams and external vendors to resolve escalated support cases and align technical solutions with business needs.
• Participate in the evaluation, testing, and implementation of new technologies, tools, and IT processes.

Requirements

• 2-4 years of experience in IT Support or related position
• Knowledge of Active Directory
• Experience with Mac setup/troubleshooting
• Understanding of O365
• Understanding of Networking Concepts (TCP/IP, LAN/Wireless)
• Intermediate technical expertise in supporting, maintaining, and troubleshooting a wide range of hardware, software, and endpoint systems in both Windows and macOS environments
• Knowledge of enterprise IT environments, including identity and access management, device provisioning, and Office 365 administration
• Strong familiarity with ITIL service management concepts and service desk operations, including incident escalation and documentation practices
• Proven ability to take ownership of complex issues, follow through on resolution, and coordinate with cross-functional teams or vendors as needed
• Excellent interpersonal and communication skills, with the ability to translate technical information for non-technical users and tailor support to various audiences, including executives
• Experience drafting and maintaining documentation such as SOPs, knowledge base articles, and onboarding materials
• Demonstrated initiative, reliability, and problem-solving capabilities in a fast-paced, customer-focused environment
• Ability to work independently with minimal supervision while also contributing to team goals and shared responsibilities
• Willingness to work flexible schedules, including extended hours or alternate shifts, based on business needs
• Willingness and ability to participate in rotating on call schedule

Qualifications

• AA/AS Degree (2-year) (BA/BS Degree Preferred) in a computer-related field of study

Skills

• Technical proficiency in Windows and macOS environments
• Strong understanding of ITIL service management principles
• Experience with Office 365 administration
• Networking concepts (TCP/IP, LAN/Wireless)
• Ability to manage and deploy endpoint devices
• Excellent communication and interpersonal skills
• Ability to work independently and collaboratively

Benefits

• Medical, dental, and vision insurance
• Paid holidays, vacation, and sick time
• Company-paid basic life insurance
• Voluntary life insurance
• Parental leave
• 401(k) Plan (with a current employer match of 3%)
• Flexible spending and health savings account options
• Wellness offerings

Pay

$30.00 - 33.00 per hour

Schedule

Full-time