IT Service Desk Technician II

Caliber Collision • Lewisville, TX

1d • Onsite

About The Position

The Tier 2 IT Service Desk Technician is a subject matter expert who handles escalated technical issues and mentors Tier 1 agents. Tier 2s are responsible for in-depth troubleshooting, knowledge documentation, and driving permanent resolutions for recurring issues.

Requirements

• 2+ years of IT support experience
• Strong troubleshooting and documentation skills
• Familiarity with Active Directory, ticketing systems (Ivanti), VPN, and imaging tools
• Ability to work independently and mentor others
• Must be eligible to work in the U.S. with no restrictions.

Responsibilities

• Own and resolve tickets escalated from Tier 1
• Perform advanced troubleshooting for hardware, software, network, and system issues
• Act as a knowledge source for Tier 1 agents and assist in onboarding/training
• Create and maintain internal and end-user documentation and reply templates
• Collaborate with Deskside Support, Infrastructure, and Applications teams for resolution
• Create and manage Problem tickets where appropriate and link related incidents
• Participate in major incident escalations or Sev 2/CSE management when requested

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed