IT Service Desk Specialist II

Renuity•Charlotte, NC

About The Position

The IT Service Desk Specialist II is a key member of Renuity's Service Desk team, providing entry-level to intermediate-level support to end users across the enterprise. The role assists divisions and geographic locations with IT-related questions and issues, diagnoses and resolves technical problems, and works to ensure high customer satisfaction. The specialist also serves as the local Service Desk contact for a collocated division and contributes to technology services and project support across Renuity divisions and locations.

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 Microsoft 365 (M365), Teams, SharePoint, and OneDrive.
Certifications listed: CompTIA A+; HDI Customer Service Representative (HDI-CSR); Azure Fundamentals (AZ-900); ITIL 4 Foundation; HDI Support Center Analyst (HDI-SCA).

Responsibilities

Deliver exceptional customer service throughout every customer interaction.
Respond promptly to service requests and incidents, working toward timely and effective resolution.
Conduct initial diagnosis and troubleshooting of issues related to supported software, hardware, and technology infrastructure.
Gather relevant information using organizational tools, customer conversations, and support tools.
Communicate with customers by phone, email, and chat to ensure clarity and understanding.
Escalate complex issues when necessary and ensure unresolved tickets are addressed within established timelines.
Document detailed, meaningful notes in the ticketing system for other support staff and escalation teams.
Adjust incident priority based on criticality and service-level agreement (SLA) compliance.
Categorize incidents and requests accurately for logging and tracking.
Provide progress updates and build positive customer relationships through 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.
Support Windows, macOS, iOS, and iPadOS operating systems.
Follow corporate policies and procedures in support activities.
Act as the primary local Service Desk contact for a collocated division, addressing 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.