Service Desk Technician II

GTI Fabrication • Tempe, AZ

7d

About The Position

The Service Desk Technician II provides advanced technical support to GTI employees and serves as a senior member of the Service Desk organization. Reporting to the Service Desk Manager, this role resolves Tier I and Tier II issues, leads local technology initiatives, mentors junior technicians, and supports infrastructure, networking, and business-system projects. The technician operates independently, coordinates with Systems Administrators and Infrastructure teams, and helps ensure a consistent, high-quality support experience across GTI facilities.

GTI is a contract manufacturing partner serving customers in renewable energy, power generation, infrastructure, and industrial systems. It fabricates custom-designed enclosures and skids and performs mechanical and electrical integration in-house, supporting projects from engineering and prototypes through full production.

Requirements

• 4–6 years of IT support or service desk experience.
• Strong experience with Microsoft 365, Windows, Active Directory, and Microsoft Entra ID.
• Experience troubleshooting hardware, software, networking, and endpoint issues.
• Excellent customer service, communication, and organizational skills.

Nice To Haves

• Manufacturing or multi-site support experience.
• CompTIA A+, Network+, Security+, or Microsoft certifications.
• Experience with Freshservice or another ITSM platform.
• Experience with Microsoft Intune, Apple Business Manager, or endpoint management.

Responsibilities

• Resolve Tier I and Tier II technical issues and act as an escalation point for Service Desk Technician I staff.
• Monitor ticket queues and help ensure Service Level Agreements (SLAs) are achieved.
• Assist the Service Desk Manager with coordinating daily Service Desk operations.
• Mentor junior technicians and share technical knowledge.
• Support Windows, Microsoft 365, Outlook, Teams, SharePoint, OneDrive, VPN, printers, and business applications.
• Troubleshoot complex workstation, peripheral, and software issues.
• Coordinate with Infrastructure and Cybersecurity teams when escalation is required.
• Provision and deprovision user accounts; manage Microsoft 365 licensing, group memberships, MFA, password resets, and access requests.
• Support employee onboarding, transfers, and offboarding.
• Image, deploy, repair, recover, replace, and inventory endpoint devices.
• Maintain hardware standards, asset records, and lifecycle documentation.
• Coordinate warranty repairs and vendor service requests.
• Support conference rooms, AV systems, printers, manufacturing workstations, scanners, badge devices, and shared technology.
• Assist with office moves, workstation installations, and local IT operations.
• Participate in network upgrades, hardware refreshes, facility expansions, Microsoft 365 initiatives, inventory projects, and technology rollouts.
• Coordinate project tasks with Infrastructure, Digital Transformation, ERP, and other IT teams.
• Create and maintain knowledge base articles, SOPs, and technical documentation.
• Recommend process improvements to improve service quality and efficiency.

Benefits

• Medical, dental, and vision insurance.
• 401(k) with company match, where applicable.
• Paid Time Off (PTO) and paid holidays.
• Sick time in accordance with state and local requirements.
• Company-paid life insurance and disability coverage.
• Career advancement opportunities within a rapidly growing organization.
• Exposure to advanced manufacturing, modular infrastructure, and large-scale industrial projects.
• Collaborative, fast-paced environment with strong operational and engineering leadership.
• Employee-focused culture centered on safety, quality, accountability, and continuous improvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed