IT Service Desk Specialist II

Renuity•Vancouver, WA

About The Position

Renuity is seeking an IT Service Desk Specialist II to provide entry-level to intermediate-level technical support to end users across the enterprise. The specialist assists users in various divisions and geographic locations by diagnosing and resolving IT issues and working to ensure high customer satisfaction. The role supports hardware, software, technology infrastructure, and operating systems including Windows, macOS, iOS, and iPadOS. It also serves as the primary local Service Desk contact for a collocated division, while contributing to technology services and project support across Renuity divisions and locations. The specialist collaborates with Technology Services colleagues and follows corporate policies and procedures.

Requirements

Technical degree in information systems, computer science, or a related field.
2–4+ years of information technology experience.
Experience supporting Windows, macOS, iOS, and iPadOS.
Knowledge of M365, Teams, SharePoint, and OneDrive.

Nice To Haves

CompTIA A+ certification.
HDI Customer Service Representative (HDI-CSR) certification.
Azure Fundamentals (AZ-900) certification.
ITIL 4 Foundation certification.
HDI Support Center Analyst (HDI-SCA) certification.

Responsibilities

Deliver exceptional customer service during every customer interaction.
Respond promptly to service requests and incidents and work toward timely, effective resolution.
Conduct initial diagnoses and troubleshoot incidents and service requests involving supported software, hardware, and technology infrastructure.
Gather relevant information using organizational tools, support tools, and customer conversations.
Communicate with customers by phone, email, and chat to establish clarity and understanding.
Escalate complex issues when needed and ensure unresolved tickets are addressed within established timelines.
Record detailed, meaningful notes in the ticketing system for other support staff and escalation teams.
Adjust incident priority according to criticality and service-level agreement (SLA) requirements.
Categorize incidents and requests accurately for logging and tracking.
Maintain positive customer relationships, provide progress updates, and ensure timely resolution or escalation.
Track hardware and software through procurement, deployment, relocation, maintenance, and decommissioning.
Conduct regular audits and physical inventory counts of IT assets to maintain accurate records.
Provide support for Windows, macOS, iOS, and iPadOS.
Follow corporate policies and procedures in support activities.
Act as the primary local Service Desk contact for the collocated division, handling technology-related requests and inquiries.
Participate in Technology Services team meetings and collaborate with peers to improve service delivery and team effectiveness.
Contribute to technology services and project support across Renuity divisions and locations.