Service Desk Support Specialist II
About The Position
Service Desk Support Specialist II Job Overview: The Service Desk Support Specialist II is responsible for providing advanced technical support to internal users, acting as an escalation point for complex issues unresolved by Level 1 support. This role involves managing a variety of technical challenges, leading process improvement initiatives, and ensuring timely resolution of service requests. The ideal candidate will demonstrate advanced technical skills, a strong ability to prioritize under pressure, and proactive problem-solving. This position serves as a critical point of contact for resolving IT-related problems, ensuring smooth operation and minimizing downtime across the organization. Department Overview: The IT Operations department is responsible for maintaining the smooth operation of all technology systems within the organization. This includes managing user support, maintaining system health, and facilitating the resolution of technical issues. The department works closely with other teams to ensure timely responses to incidents and service requests, adhering to operational-level agreements (OLAs). Team members are expected to collaborate effectively, ensuring that all users have access to necessary IT resources, and promoting the continuous improvement of support services.
Requirements
- High School diploma or equivalent
- 2-4 years of experience in a help desk or technical support role
- Technical certifications related to Information Systems (e.g. CompTIA A+, CompTIA Network+)
- Adept knowledge of computer systems, networks, and software troubleshooting
- Proficiency in using and managing workflow through ticketing systems (Jira, ServiceNow, ZenDesk, etc)
- Strong communication, problem-solving, and organizational skills
Nice To Haves
- Associate's or Bachelor's degree in Information Technology or related field
- Advanced technical certifications (e.g. CompTIA Security+, ITIL Foundations)
- Experience handling escalations and mentoring junior team members
- Familiarity with scripting or automation tools to streamline IT support processes
Responsibilities
- Interpret and resolve complex technical issues, including:
- Advanced troubleshooting of IT hardware and software
- Diagnosing user-related problems and creating solutions
- Supporting specialized business applications
- Performing system and account configurations
- Lead root cause analyses for recurring incidents and recommend long-term solutions
- Assist with Tier 1 support as needed to meet rapid response needs
- Participate in weekly paid on-call rotation
- Log all incoming requests in the ticketing system
- Document advanced technical solutions and contribute to the continuous improvement of the knowledge base
- Coordinate with higher-tier support teams and vendors for unresolved escalations
- Follow up with users to ensure issue resolution
- Provide guidance and training to Level 1 support staff to improve their technical and troubleshooting skills
- Act as mentor and support team members during challenging incidents
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
11-50 employees
