IT Service Desk Technician
About The Position
Provides Tier 1 and Tier 2 technical support to the organization’s staff, handling a broad range of service requests and incidents with developing independence. The role resolves moderately complex issues, maintains accurate ticket records, and assists with knowledge base development. The IT Service Desk Specialist II works under general supervision on recurring support tasks and moderately complex incidents. The role resolves a wider range of issues, contributes to knowledge base maintenance, and escalates matters requiring deeper technical expertise or senior judgment.
Responsibilities
- Handle Tier 1 and Tier 2 service desk tickets across hardware, software, access management, and connectivity categories.
- Troubleshoot moderately complex technical issues using established tools, knowledge base resources, and problem-solving skills.
- Perform user account management tasks, including access provisioning, password management, and software deployment.
- Document ticket history, resolution steps, and recurring issues for knowledge base review.
- Author and update knowledge base articles for common support scenarios.
- Meet defined service level agreements for first contact resolution, response time, and customer satisfaction.
- Assist junior specialists with complex tickets and serve as an informal point of reference within the team.
- Escalate issues requiring deeper technical expertise or senior judgment.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
