As part of the IT Service Delivery team, the Service Desk L2 Support Specialist will work closely with IT management and Network Engineering to help resolve issues and problems reported by Global's end user community. You will be responsible for the timely resolution of end user issues, the escalation of issues within the Service Desk team, as well as escalation to other groups outside of the Service Desk. In this role you will act as the second level of escalation on our team. Allowing us to improve our First Contact Resolution percentages. You will be updating or creating knowledge base content as you resolve problems and issues. This role requires regular interaction with IT Solutions Architects and management to resolve technology issues and/or improve IT services. This position is based out of Waltham, MA. We offer a flexible work environment. This means working up to 2 days a week remotely and the rest of the time in the office. At Global Partners, business starts with people. Since 1933, we've believed in taking care of our customers, our guests, our communities, and each other—and that belief continues to guide us. The Global Spirit is how we work to fuel that long term commitment to success. As a Fortune 500 company with 90+ years of experience, we're proud to fuel communities—responsibly and sustainably. We show up every day with grit, passion, and purpose—anticipating needs, building lasting relationships, and creating shared value.