Service Desk Technician II

Hagerty • Traverse City, MI

6d • Onsite

About The Position

As a Service Desk Technician II, you'll act as the primary on-site technical resource for needs surfaced around our Traverse City campus. Working closely alongside the global Service Desk teams, you'll provide intermediate-level support to internal users, handling IT inquiries and resolving issues that require administrative access. As a Level II Technician, you will work closely with the Level I offshore team, mentoring and supporting them in resolving common user issues, while also taking on more complex tasks that require advanced troubleshooting, system access, or a hands-on, physical presence. Ready to get in the driver’s seat? Join us! What You’ll Do: Provide Level II support for technical issues and service requests, with a focus on timely and effective resolution via ServiceNow. Respond to, and act as the primary owner for, on-site technical support needs assigned via the dedicated on-site support queue. Act as an escalation point for the Level I support team, offering mentorship and guidance to resolve recurring or advanced issues. Perform administrative and system-level tasks that require access unavailable to the Level I team, including troubleshooting and resolving more complex problems. Assist with ensuring internal Knowledge Base dependability, providing feedback or suggestions for new documentation to the Knowledge Management team as needs are identified. Maintain ownership and follow-up of assigned incidents and request backlog, ensuring SLAs are met alongside scheduled team meetings, trainings, and troubleshooting appointments. Collaborate with internal support teams to review, escalate, and resolve issues requiring multiple team dependencies. Assist with hardware and software deployment, setup, and configuration as needed for on-site users. This Might Describe You: 2-4 years of experience in IT support or Service Desk environments. Strong troubleshooting and self-starting abilities, demonstrating comfortability researching new problems for potential fixes. Ability to mentor and collaborate with junior team members, providing guidance and support to the Level I team. Familiarity with ServiceNow or similar IT service management platforms. Strong written and verbal communication skills, with the ability to work effectively in a fast-paced environment. Familiarity with Active Directory, Microsoft Azure, remote desktop support tools, and common network troubleshooting concepts. Experience with IT systems that require administrative access. Ability to work onsite M-F and provide in-person support as needed. Ability to participate in on-call rotation for off hour urgent technical needs. Other Things to Note This role must be worked from onsite in our corporate offices located in Traverse City, Michigan. Familiarity with public company requirements, including Sarbanes Oxley and key regulations, if applicable. For SOX compliant roles, responsible for designing, executing, and documenting internal controls where they have been identified as owners to prevent errors in financial reporting, processes, and business operations. Including attestation to the completeness, accuracy, and compliance of all financial reporting data, where applicable. Say hello to Hagerty Hagerty is an automotive enthusiast brand and the world’s largest membership organization. Along with being a best-in-class provider of specialty insurance for enthusiasts, Hagerty is also home to the Hagerty Drivers Foundation, Garage + Social, Hagerty Drivers Club, Marketplace and so much more. Committed to saving driving for future generations, each and every thing Hagerty does is dedicated to the love of the automobile. Hagerty is a rapidly growing company that values a winning culture. We provide meaningful work for and invest in every single team member. At Hagerty, we share the road. We are an inclusive automotive community where all are welcomed, valued and belong regardless of race, gender, age, or car preference. We are united by our shared passion for driving, our commitment to preserve car culture for future generations and our desire to make a positive impact in the world. If you reside in the following jurisdictions: California, Colorado, District of Columbia, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, New Jersey, Ohio, Rhode Island, Vermont, Washington, or Canada please email [email protected] for compensation, comprehensive benefits and the perks that set us apart. #LI-Remote US Benefits Overview Canada Benefits Overview UK Benefits Overview If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! US Benefits Overview Canada Benefits Overview UK Benefits Overview If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! Hagerty is an automotive enthusiast brand committed to saving driving and to fueling car culture for future generations. We are a leading provider of specialty vehicle insurance, expert car valuation data and insights, live and digital car auction services, immersive events and automotive entertainment custom made for the 67 million Americans who self-describe as car enthusiasts. Hagerty also operates in Canada and the U.K. and is home to Hagerty Drivers Club, a community of over 800,000 who can’t get enough of cars. We are a rapidly growing company that values a winning, values-driven culture. We provide meaningful work for, and invest in, every single team member.

Requirements

• 2-4 years of experience in IT support or Service Desk environments.
• Strong troubleshooting and self-starting abilities, demonstrating comfortability researching new problems for potential fixes.
• Ability to mentor and collaborate with junior team members, providing guidance and support to the Level I team.
• Familiarity with ServiceNow or similar IT service management platforms.
• Strong written and verbal communication skills, with the ability to work effectively in a fast-paced environment.
• Familiarity with Active Directory, Microsoft Azure, remote desktop support tools, and common network troubleshooting concepts.
• Experience with IT systems that require administrative access.
• Ability to work onsite M-F and provide in-person support as needed.
• Ability to participate in on-call rotation for off hour urgent technical needs.

Responsibilities

• Provide Level II support for technical issues and service requests, with a focus on timely and effective resolution via ServiceNow.
• Respond to, and act as the primary owner for, on-site technical support needs assigned via the dedicated on-site support queue.
• Act as an escalation point for the Level I support team, offering mentorship and guidance to resolve recurring or advanced issues.
• Perform administrative and system-level tasks that require access unavailable to the Level I team, including troubleshooting and resolving more complex problems.
• Assist with ensuring internal Knowledge Base dependability, providing feedback or suggestions for new documentation to the Knowledge Management team as needs are identified.
• Maintain ownership and follow-up of assigned incidents and request backlog, ensuring SLAs are met alongside scheduled team meetings, trainings, and troubleshooting appointments.
• Collaborate with internal support teams to review, escalate, and resolve issues requiring multiple team dependencies.
• Assist with hardware and software deployment, setup, and configuration as needed for on-site users.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees