IT Service Desk Technician II

Description

The IT Service Desk Technician II provides Tier 2 technical support for on-site and remote employees, ensuring timely, accurate, and customer-focused service. Responsibilities include troubleshooting and resolving complex issues; configuring and deploying PCs using SmartDeploy and Intune; setting up and maintaining printers; conducting new-hire orientations; installing approved software; and maintaining conference room technology. The technician will document processes in the Knowledgebase to promote standardized procedures, follow up on open tickets, and keep users and management informed of progress. This full-time, onsite role is based at the Newburyport campus, with some support at the Portsmouth location. Standard hours are 8:00 a.m. to 5:00 p.m., with flexibility as needed.

Responsibilities

• Provide professional, customer-oriented support with a positive, solution-driven approach.
• Manage, research, and resolve tickets promptly, documenting all troubleshooting and resolution steps.
• Record detailed resolutions in the Knowledgebase for future reference.
• Prioritize high-severity issues to minimize downtime and collaborate with IT colleagues for escalations.
• Identify root causes and develop solutions to prevent repeat incidents.
• Proactively communicate progress, trends, and potential issues to the IT Customer Service Support Manager.
• Contribute to process improvements, documenting new procedures, and recommending enhancements.
• Remain responsive via ServiceNow, Trello, email, and Teams.
• Perform repairs, updates, and installations for hardware, software, and peripherals.
• Train users on systems, provide documentation, and support software and hardware usage.
• Configure and deploy PCs for new hires and replacements; experience with SmartDeploy and Intune preferred.
• Set up and support RingCentral accounts and conduct new hire technology orientations.
• Maintain conference room technology; Logitech Tap experience a plus.
• Track and manage IT equipment inventory, and coordinate replenishment as needed.
• Assist with urgent after-hours issues, attend meetings, and participate in departmental projects.

Qualifications

• Associate degree in computer science, business, or equivalent technical training/certification.
• Minimum three years of Service Desk Support experience with formal ticketing and SLA tracking.
• Proficient in Microsoft Windows, Active Directory, VPN, and MFA; knowledge of DNS, DHCP, and file services.
• Familiarity with mobile device support (iPhone/Android) including Outlook and MAPI integration.
• Strong troubleshooting, problem-solving, and communication skills with attention to detail.
• Experience in Excel and reporting tools for KPI and metric analysis.
• Demonstrated professionalism, teamwork, and ability to handle pressure during escalations.
• Capable of lifting and carrying up to 50 lbs

Current Technical Environment

The environment includes a local data center with servers, switches, firewalls, and 75 VMs, as well as a multi-building campus network and an expanding cloud infrastructure across Amazon, Rackspace, and third-party applications.

• Microsoft Windows PCs and Servers, plus some Linux
• Microsoft Entra and Intune
• SmartDeploy imaging
• Windows 11, Office 365, Teams, and Teams Rooms
• Active Directory for user and group management
• VPN and MFA for remote access
• Primarily HP systems, with some Dell and Apple MacBooks
• HP, Brother, Intermec, and Zebra printers
• Aruba and Juniper networks with dark-fiber campus wiring
• ServiceNow ticketing, supported by Netrix LLC (24x7 Service Desk)
• SolarWinds for monitoring
• Avaya VoIP and RingCentral systems
• SharePoint intranet