Service Desk Technician II

Henderson Companies•Lenexa, KS

About The Position

Position Summary: The Service Desk Technician II provides advanced technical support and guidance to end-users, while also serving as an escalation point for Tier 1 issues. This role is responsible for triaging tickets and service requests, managing specialized software and systems, and contributing to IT projects and documentation. They demonstrate strong problem-solving skills, technical expertise, detail orientation, eagerness to grow, and a commitment to delivering exceptional client service. Key Responsibilities: Respond to and resolve Service Desk tickets in a timely and professional manner, while providing a high-quality, consistent service experience within the defined Service Level Agreement (SLA). Provide high-quality support for employee changes, program access, and intranet-related issues. Assist with physical access security system and locator map updates. Deliver training to end-users on systems, tools, and best practices. Mentor Tier 1 technicians and support their development through knowledge sharing.Triage and prioritize incoming service desk tickets, escalating as needed. Troubleshoot and resolve issues related to Microsoft 365, account access, and file restores. Support A/V systems and resolve complex hardware/software issues. Manage iPad fleet, including configuration, deployment, and troubleshooting. Provide support for engineering and specialized software applications. Assist with file share permissions and access management. Responsible for processing employee changes (new hires, moves, terminations) while maintaining accurate records and adhering to strict timelines.Adhere to established IT policies, procedures, and standards, and actively works to improve processes.Maintain accurate inventory of IT assets, including laptops, desktops, and peripherals. Process RMAs (Return Merchandise Authorizations) for defective equipment. Coordinate and execute device upgrades and replacements. Participate in software vetting and compatibility assessments. Maintain oversight of hardware and software inventory related to Tier 2 responsibilities.Handle access changes and account issues beyond Tier 1 scope. Support EOR (End of Record) and GlobalSign certificate management. Participate in IT projects, contributing technical insight and implementation support. Maintain and update documentation, including the Service Desk Guide and KB articles. Qualifications: High school diploma or equivalent required. Associate’s or bachelor's degree in information technology or related field preferred. 2 or more years of experience in a service desk or technical support role, or 4 or more years without an associate’s degree required. Technical certifications (e.g., CompTIA A+, Network+) preferred. Strong knowledge of Microsoft 365, Windows OS, and enterprise software tools. Experience with A/V systems, mobile device management, and access control systems. Experience with ITSM tools (e.g., ServiceNow, HALO, Jira Service Management). Experience supporting Microsoft Windows-based computers (laptops, desktops, peripherals) and basic network hardware in a work environment. Understanding of ITIL practices and service management frameworks. Strong understanding of IT networking concepts, including office/home connectivity troubleshooting over wired/wireless networks. Some experience supporting Apple/Mac or iOS devices is preferred. Excellent communication, documentation, and mentoring skills. Ability to work independently and collaboratively in a fast-paced environment. Ability to prioritize tasks and manage time effectively. Demonstrates professionalism, reliability and integrity with respect to job requirements, exhibiting effective written and verbal communication skills. Must demonstrate proficiency in all core competencies as described and characterized in this job description.Other duties as assigned Provide coverage for early (7am) and late (6pm) shifts as needed to ensure coast to coast coverage Availability after hours to address emergencies, outages and break-fixes Availability to participate in occasional service desk maintenance windows occurring outside normal working hours Occasional transportation of IT equipment (less than 50 pounds) Occasional physical activity including ascending / descending ladders, positioning self under desks, working in IT closets, etc. May occasionally travel to national offices (2-4 times/year) Ability to read, write and communicate in English

Requirements

High school diploma or equivalent required.
2 or more years of experience in a service desk or technical support role, or 4 or more years without an associate’s degree required.
Strong knowledge of Microsoft 365, Windows OS, and enterprise software tools.
Experience with A/V systems, mobile device management, and access control systems.
Experience with ITSM tools (e.g., ServiceNow, HALO, Jira Service Management).
Experience supporting Microsoft Windows-based computers (laptops, desktops, peripherals) and basic network hardware in a work environment.
Understanding of ITIL practices and service management frameworks.
Strong understanding of IT networking concepts, including office/home connectivity troubleshooting over wired/wireless networks.
Excellent communication, documentation, and mentoring skills.
Ability to work independently and collaboratively in a fast-paced environment.
Ability to prioritize tasks and manage time effectively.
Demonstrates professionalism, reliability and integrity with respect to job requirements, exhibiting effective written and verbal communication skills.
Must demonstrate proficiency in all core competencies as described and characterized in this job description.

Nice To Haves

Associate’s or bachelor's degree in information technology or related field preferred.
Technical certifications (e.g., CompTIA A+, Network+) preferred.
Some experience supporting Apple/Mac or iOS devices is preferred.

Responsibilities

Respond to and resolve Service Desk tickets in a timely and professional manner, while providing a high-quality, consistent service experience within the defined Service Level Agreement (SLA).
Provide high-quality support for employee changes, program access, and intranet-related issues.
Assist with physical access security system and locator map updates.
Deliver training to end-users on systems, tools, and best practices.
Mentor Tier 1 technicians and support their development through knowledge sharing.
Triage and prioritize incoming service desk tickets, escalating as needed.
Troubleshoot and resolve issues related to Microsoft 365, account access, and file restores.
Support A/V systems and resolve complex hardware/software issues.
Manage iPad fleet, including configuration, deployment, and troubleshooting.
Provide support for engineering and specialized software applications.
Assist with file share permissions and access management.
Responsible for processing employee changes (new hires, moves, terminations) while maintaining accurate records and adhering to strict timelines.
Adhere to established IT policies, procedures, and standards, and actively works to improve processes.
Maintain accurate inventory of IT assets, including laptops, desktops, and peripherals.
Process RMAs (Return Merchandise Authorizations) for defective equipment.
Coordinate and execute device upgrades and replacements.
Participate in software vetting and compatibility assessments.
Maintain oversight of hardware and software inventory related to Tier 2 responsibilities.
Handle access changes and account issues beyond Tier 1 scope.
Support EOR (End of Record) and GlobalSign certificate management.
Participate in IT projects, contributing technical insight and implementation support.
Maintain and update documentation, including the Service Desk Guide and KB articles.
Provide coverage for early (7am) and late (6pm) shifts as needed to ensure coast to coast coverage
Availability after hours to address emergencies, outages and break-fixes
Availability to participate in occasional service desk maintenance windows occurring outside normal working hours
Occasional transportation of IT equipment (less than 50 pounds)
Occasional physical activity including ascending / descending ladders, positioning self under desks, working in IT closets, etc.
May occasionally travel to national offices (2-4 times/year)
Ability to read, write and communicate in English
Other duties as assigned