IT Service Desk Technician Level II

Southern Devall Towing Co•Sulphur, LA

3d•Onsite

About The Position

The IT Service Desk Technician II provides Level 1 and Level 2 IT support for Southern Devall’s office employees and vessel crews. The technician answers support calls, creates and prioritizes tickets based on operational impact, and independently resolves routine and more involved desktop issues. When an issue requires another team or vendor, the technician coordinates the handoff and follows up with the employee through resolution. The position supports Windows workstations, Microsoft 365 applications, laptops, peripherals, printers, and network connectivity. It includes hands-on equipment configuration and deployment, remote troubleshooting, ticket and knowledge-base documentation, user guidance, and collaboration with IT colleagues, other departments, and vendors. The role is primarily office-based, with occasional travel to marine and industrial sites and possible remote work upon approval.

Requirements

At least two years of hands-on IT support experience in a service desk, help desk, desktop support, or managed service provider environment.
Direct experience answering inbound technical support calls and working from a shared ticket queue, prioritizing simultaneous requests, and following up on open issues.
Experience independently diagnosing and resolving Windows desktop, Microsoft 365, and hardware problems in person and using remote support tools.
Working knowledge of Windows workstations, Outlook, Teams, and OneDrive, including the ability to isolate issues to a user account, device, or application and test proposed fixes.
Ability to set up and repair desktop equipment and troubleshoot network printers, including driver, print queue, and connectivity problems.
Understanding of IP addressing, DNS, DHCP, Wi-Fi, and VPNs sufficient to distinguish a single-device issue from a broader network issue.
Ability to guide nontechnical callers through troubleshooting, explain next steps in plain language, and write usable ticket notes for other technicians.
Ability to work independently, recognize when an issue exceeds assigned access or expertise, and act on open tickets without waiting for individual assignments.
Excellent communication skills, including the ability to explain technical concepts to nontechnical audiences and maintain confidentiality and professionalism.
Service-driven, responsive, and courteous approach; strong organization and ability to manage priorities and escalate appropriately.
Ability to work independently and collaboratively, contribute to team goals, and support a positive work environment.
Proactively identify solutions, share ideas, and support continuous improvement.
Valid Texas driver’s license.
Eligibility to obtain and maintain a TWIC card for access to secure marine and industrial facilities.
Ability to lift 50 lbs., operate office and field equipment, and perform physical tasks such as bending, kneeling, and climbing stairs or ladders.
Strong reasoning, analytical, and multitasking abilities; ability to maintain professionalism, meet deadlines, and work with minimal supervision.

Nice To Haves

At least one year supporting multiple clients at a managed service provider; comparable experience on a high-volume internal service desk supporting multiple locations is also valuable.
Experience with NinjaOne or a similar remote monitoring and management platform.
Routine account support in Active Directory or Microsoft Entra ID.
An associate degree in information technology or a related field, relevant technical training, or a certification such as CompTIA A+ or Network+. A degree or certification is optional.

Responsibilities

Answer incoming support calls, return missed calls promptly, gather troubleshooting details, and create tickets.
Monitor and triage the shared ticket queue, prioritize requests by business impact, take ownership of unassigned work, review aging tickets, and provide timely user updates.
Resolve Level 1 requests such as account unlocks, password resets, application setup, and peripheral issues while following identity-verification, approval, and security procedures.
Independently troubleshoot Level 2 issues involving Windows, Outlook, printers, VPN connectivity, and related systems using remote support tools, logs, testing, and other resources.
Provide hands-on support for laptops, workstations, and peripherals; configure and deploy equipment, install approved software, replace faulty hardware, troubleshoot devices, and maintain equipment records.
Escalate suspected security incidents, widespread outages, and issues requiring specialized access or expertise, providing relevant impact, symptoms, troubleshooting, and findings.
Maintain accurate ticket records through resolution and closure, document troubleshooting and resolutions, confirm users can resume work, and add repeatable solutions to the knowledge base.
Identify recurring incidents that may need further investigation.
Maintain documentation of system configurations, procedures, and incidents, and develop and maintain user guides, technical procedures, and training materials.
Collaborate with IT team members, other departments, and vendors to resolve issues, coordinate troubleshooting, support daily operations, and assist with technology initiatives.