Service Desk Technician II

USA DeBusk • Deer Park, TX

6d

About The Position

We are seeking a knowledgeable and dependable Level II IT Service Desk Technician to provide advanced technical support and serve as an escalation point for our Level I team. This role requires strong troubleshooting skills, solid technical depth, and the ability to work independently while delivering excellent customer service. You’ll handle more complex issues, assist with system administration tasks, and help improve our support processes.

Requirements

• Associate’s or Bachelor’s degree in Information Technology or related field (or equivalent experience)
• 2–4 years of hands-on IT support experience in a corporate environment.
• Strong expertise with Windows 10/11, M365/O365, Azure AD/Active Directory, and endpoint management (Intune/ConfigMgr).
• Experience with ticketing systems (ServiceNow, Jira, Freshservice, etc.) and ITIL practices.
• Excellent communication, documentation, and customer service skills.
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Experience supporting enterprise security tools (MFA, endpoint protection, SSO).

Nice To Haves

• IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.

Responsibilities

• Provide IT technical support via phone, email, and ticketing across multiple levels.
• Troubleshoot and resolve complex hardware, software, and network issues.
• Support Windows environments, mobile devices, and enterprise applications.
• Perform advanced user administration tasks (Active Directory, Azure AD, Microsoft 365, group policies, permissions).
• Diagnose and resolve issues related to VPN, remote access, and network connectivity.
• Assist with workstation imaging, deployment, and configuration (ManageEngine/Intune).
• Support server and network teams with routine maintenance tasks.
• Monitor system alerts and assist with incident response.
• Maintain and update documentation, knowledge base articles, and standard operating procedures.
• Participate in small IT projects, upgrades, and rollouts.

Benefits

• Competitive salary and benefits package
• Opportunities for professional development and certification
• Collaborative and inclusive work environment
• Exposure to a wide range of technologies and IT projects

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree