IT Service Desk Specialist II

Renuity•Fort Lauderdale, FL

About The Position

Renuity is seeking an IT Service Desk Specialist II to provide entry-level to intermediate-level support to end users across the enterprise. The role assists divisions and geographic locations with technology inquiries and issues, diagnosing and resolving problems while maintaining high customer satisfaction. The specialist also serves as the primary local Service Desk contact for the 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, Teams, SharePoint, and OneDrive.
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.
Perform initial diagnosis 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 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 support staff and escalation teams.
Adjust incident priority based on criticality and SLA compliance, and accurately categorize incidents and requests.
Provide customers with progress updates and foster positive support experiences through timely resolutions or escalations.
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 the collocated division, responding to technology requests and inquiries.
Participate in Technology Services team meetings and collaborate to improve service delivery and team effectiveness.
Contribute to technology services and project support across Renuity divisions and locations.