Service Desk Technician II

The Service Desk Technician II role involves providing technical support and assistance to our internal staff regarding hardware, software, and network‑related issues. The ideal candidate will possess excellent communication skills, a strong technical background, and the ability to troubleshoot and resolve problems efficiently. This role will work on‑site in one of our Cleveland office locations. Responsibilities Provide technical support to internal staff via phone, email, or in person, addressing hardware, software, and network issues promptly and effectively Diagnose and resolve technical issues related to desktops, laptops, printers, mobile devices, and other peripherals Install, configure, and maintain software applications and operating systems on desktops and laptops Collaborate with other IT team members to elevate and resolve complex technical issues in a timely manner Document all support activities, including resolutions, in the ticketing system and ensure accurate records are maintained Assist with IT projects, including software upgrades, hardware deployments, and system migrations Stay up‑to‑date with advancements in technology and industry trends to continuously improve technical skills and knowledge Knowledge, Skills, & Abilities Proficiency in troubleshooting hardware, software, and network issues on Windows and/or Mac platforms Strong knowledge of Microsoft Office Suite, Active Directory, and basic networking concepts Experience with ticketing systems (e.g., ServiceNow, JIRA) and virtual desktop support tools Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely Customer‑focused mindset with a dedication to providing exceptional service and support to internal stakeholders Ability to work independently and collaboratively within a team environment, prioritizing tasks effectively to meet deadlines Bachelor's degree in Information Technology, Computer Science, or related field preferred Minimum of 2-3 years of experience in a similar technical support role, preferably in a corporate environment IT certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus Flexibility to work occasional evenings or weekends to support business needs and participate in on‑call rotations if required Ability to travel to offices and remote offices as needed Benefits Health Care Plan (Medical, Dental & Vision) Retirement Plan (401k with 3% contribution) Life Insurance (Basic, Voluntary & AD&D) Family Leave (Maternity, Paternity) Short Term & Long Term Disability Training & Development Work From Anywhere Option Wellness Resources Four (4) weeks PTO Twelve (12) paid holidays, of which three (3) are floating holidays #J-18808-Ljbffr Rea