Service Desk Technician II
About The Position
Are you motivated to provide exceptional technical support and ready to step into a role within a collaborative, dynamic IT environment? As a central resource for internal users at Gas South, you will leverage advanced troubleshooting skills to resolve complex computer systems, software, hardware, and network connectivity issues, minimizing user downtime. In this role, you will mentor and guide junior support staff, manage escalated tickets, and coordinate with IT teams to ensure swift and thorough resolution of critical issues. You will also analyze recurring incidents, recommend proactive solutions, and help shape service desk standards by documenting sophisticated troubleshooting steps and contributing to process improvement initiatives. We seek candidates who are resourceful, detail-oriented, and demonstrate initiative, adaptability, and a strong commitment to professional development. Outstanding communication skills, technical proficiency, and a proactive approach to problem-solving are essential, as you will collaborate across IT disciplines and champion best practices, all while fostering team growth and empowering users in a fast-paced environment.
Requirements
- Two or more years of technical support experience in a service desk or help desk environment.
- A+/ITF+ certification or equivalent.
- ITIL Foundation certification.
- ServiceNow ITSM Technician experience.
- Proficiency with Microsoft operating systems, Office 365 applications, and remote support tools.
- Demonstrated ability to resolve complex technical issues independently and collaboratively.
- Excellent verbal and written communication skills, with proven capacity for empathy, active listening, and professionalism.
- Experience managing ticket escalations and mentoring junior staff.
Nice To Haves
- Associate degree in Computer Science or related field.
- Network+ certification or equivalent.
- Microsoft 365 Fundamentals certification (MS-900/AB-900).
- ServiceNow Administrative Fundamental certification (SNAF).
- Experience supporting hybrid cloud environments (Azure, Office 365) and identity management systems.
- Intermediate to advanced knowledge of hardware troubleshooting.
- Ability to adapt quickly to new computer systems and technologies.
- Proven ability to collaborate effectively in team settings and to work autonomously.
- Project participation in process improvement or technology implementations.
Responsibilities
- Serve as the initial point of contact for technical inquiries related to computer systems, software, hardware, and connectivity, leveraging deep troubleshooting skills to resolve complex problems and minimize user downtime.
- Manage ticket escalation to level 2 and level 3 support, coordinate with IT teams for prompt resolution to ensure we are meeting our service level commitments, and ensure critical issues are addressed swiftly and thoroughly.
- Diagnose, resolve, and document hardware or software issues for end-users, using available resources as needed, and provide actionable advice to facilitate issue resolution.
- Document sophisticated troubleshooting steps and develop internal knowledge base articles to contribute to process standardization and improvement initiatives.
- Manage user onboarding and offboarding processes, including configuring and setting up user hardware such as PCs, monitors, printers, keyboards, mice, and phones, and maintain accurate hardware inventory records to support business operations.
- Create and maintain comprehensive documentation, including user guides, troubleshooting steps, and comprehensive knowledgebase articles to contribute to process standardization and improvement initiatives.
- Analyze recurring incidents, identify trends, and recommend proactive solutions to prevent future disruptions.
- Provide remote support and guidance for a distributed workforce, ensuring consistent service quality across all locations.
- Participate in ongoing training and development to enhance technical and customer service skills and contribute to process improvement initiatives to elevate the service desk experience for all users.
- Mentor and coach junior support staff, providing guidance in technical and customer service best practices to promote team development.
- Collaborate with system administrators, infrastructure, and security teams to support cross-functional projects and implement new technologies.
- Audit user accounts, system accounts, hardware and software inventory to help effectively manage resources and control costs.
- Create scripted automations for repeatable processes and maintain runbooks to improve processes and response times.
Benefits
- Full medical, dental, and vision coverage
- Employer-paid life and disability coverage
- Annual employer contributions of up to 12.5% to your 401k
- Remote work options available based on business needs
- Annual performance incentive is a % of annual benchmark based on position level
- Paid four-week sabbatical every five years
- Opportunities to volunteer in the community
- Education assistance up to $5250 per year
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
