Service Desk Technician Tier II

NEW TREW Site•West Chester, PA

1d•Hybrid

About The Position

The Service Desk Technician Tier II is an experienced technician who resolves complex, escalated issues and serves as a technical resource for Tier I technicians. In addition to advanced ticket work, this role trains and mentors Tier I technicians, owns key documentation and process improvements, contributes to IT projects, and holds elevated responsibilities that require sound judgment and reliability.

Requirements

Advanced knowledge of Microsoft 365, Active Directory, and enterprise IT systems
Strong troubleshooting skills across complex hardware, software, and network environments
Ability to train, mentor, and support the development of less experienced technicians
Sound judgment and reliability in evaluating and approving requests that carry operational or security risk
Strong organizational skills, with the ability to manage documentation and project work alongside daily ticket support
Excellent verbal and written communication skills, with the ability to work effectively across teams and with individuals at all levels
4+ years of experience as a Service Desk Technician or similar Tier I support role, with a demonstrated track record of resolving escalated issues

Responsibilities

Serving as an escalation point for complex or unresolved technical issues escalated from Tier I technicians
Supporting the onboarding and offboarding of Trew teammates, including advanced account provisioning and deactivation in Microsoft 365 and Active Directory
Diagnosing and resolving advanced hardware, software, and network issues requiring deeper technical expertise
Training and mentoring Tier I technicians on troubleshooting techniques, tools, and best practices
Serving as a go-to technical resource for Tier I technicians on complex issues and edge cases
Reviewing and approving software installation and access requests in accordance with company policy
Managing and administering the employee badge and access control system
Partnering with the Infrastructure team on higher-risk tasks that require elevated system access
Leading or contributing to IT projects, including system upgrades, migrations, and process improvements
Identifying opportunities to improve IT procedures and recommending enhancements and documenting knowledge base articles
Logging, tracking, and updating tickets in the incident management system, with clear documentation of resolutions
Providing hands-on technical support for IT-related issues on the shop floor and in manufacturing areas
Traveling to other States as necessary to maintain IT projects in other manufacturing areas
Takes part in after hours on-call rotation