SERVICE DESK TECHNICIAN II

VERSANT POWER•Bangor, ME

4d•Onsite

About The Position

The IT Service Desk Technician II is a technical role responsible for providing advanced end‑user support, including hardware and software support. This position works directly with clients and other IT staff to diagnose, troubleshoot, and resolve incidents involving hardware, software applications, operating systems, and enterprise systems. This role ensures timely resolution of issues, maintains high standards of customer service.

Requirements

Associate’s or bachelor’s degree in computer science or related field, OR equivalent experience
2+ years of IT support or service desk experience
Experience with ITSM systems and ticket queue management
Proficiency in Microsoft Office Suite
Strong troubleshooting skills (hardware, software, applications)
Understanding of ITIL concepts (incident, problem, change management)
Strong communication and documentation skills
Ability to multitask in a fast-paced environment

Nice To Haves

Experience with Microsoft 365 and Azure
Basic networking knowledge (DNS, DHCP, VPN)
Experience with MDM solutions
Certifications (CompTIA A+, Network+, ITIL Foundation)

Responsibilities

Prepare, configure, deploy, and maintain computer equipment and mobile devices
Provide software support and maintenance, including installation, configuration, updates, patching, and troubleshooting of end‑user applications and operating systems
Respond to user issues via phone, email, ticketing system
Perform advanced troubleshooting and root cause analysis
Participate in incident, problem, and change management processes
Escalate issues and act as a technical escalation point for Tier 1 staff
Maintain and contribute to SOPs and knowledge base documentation
Assist with project rollouts and system upgrades
Deliver high-quality customer service
Perform other duties as assigned, including System Restoration roles