Tier 2 Service Desk Technician

Pella Windows & Doors • Pella, IA

9h

About The Position

The Tier 2 Service Desk Technician is a key member of the IT Service Desk, responsible for resolving escalated technical issues, delivering exceptional customer service, and acting as a subject‑matter resource for Tier 1 technicians. This role requires strong technical troubleshooting skills, solid communication abilities, and a mindset focused on efficiency, accuracy, and customer satisfaction.
Tier 2 technicians support the team's mission to resolve 90% of tickets within 24 hours, prioritize personal contact with end users, and serve as the face of IT by providing outstanding service experience.

Requirements

• 5+ years of experience in IT support, including Tier 2 or Tier 3 responsibilities.
• Strong troubleshooting skills across hardware, software, and networking.
• Experience with Microsoft 365 administration and support.
• Proven ability to communicate technical concepts clearly to non‑technical users.
• Excellent customer service, communication, and documentation skills.

Nice To Haves

• 4-year IT degree or equivalent
• Certifications such as:
• CompTIA A+, Network+
• Microsoft 365 Fundamentals (MS‑900)
• Azure Fundamentals (AZ‑900)
• Modern Desktop Administrator (MD‑102)
• Experience supporting enterprise environments with high service expectations.

Responsibilities

• Serve as the primary escalation point for Tier 1 for complex or unresolved incidents.
• Diagnosing and resolving issues related to:
• Windows & macOS operating systems
• Hardware (PCs, mobile devices, printers, peripherals)
• MFA, SSO, identity management
• Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint)
• Core enterprise applications (ERP, HRIS, ticketing systems, etc.)
• Perform remote and on-site troubleshooting as needed.
• Ensure root cause is identified and documented to minimize repeat issues.
• Provide clear, empathetic, and professional communication with end users.
• Proactively follow up with customers to ensure full resolution and satisfaction.
• Maintain a strong service mindset—your team is the friendly “front door of IT.”
• Collaborate with users to educate them on tools, systems, and best practices.
• Document all work thoroughly within the ServiceNow platform.
• Contribute to and maintain the knowledge base (KB articles, how‑to guides).
• Assist other team members with coaching, training, and escalations.
• Identify opportunities to reduce ticket volume through automation or process changes.
• Work closely with infrastructure, security, and application teams to resolve cross-functional issues.
• Support problem management by identifying trends and recurring incidents.
• Help drive the team’s continuous improvement culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level