Service Desk Technician II

Hagerty Insurance • Traverse City, MI

4d • 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!

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: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees