Service Desk Specialist Level 2

The Service Desk Specialist II role provides Tier 2 support to clients, addressing and resolving desktop hardware, software, and peripheral issues while maintaining recurring onsite commitments to designated client(s). As a key part of the support team, this role works directly with clients to ensure efficient and effective problem resolution. The Service Desk Specialist II collaborates closely with the Service Desk Team Lead and other team members supporting tactical and operational needs specific to each client environment. This position is essential for maintaining high levels of client satisfaction by delivering effective solutions, clear communication, and setting reasonable expectations.

Accountabilities

Client Support and Service Delivery

• Timely and effective resolution of Tier 2 server, desktop and application service requests
• Act as a supportive technical resource for the team to ensure service needs are met
• Develop and maintain strong relationships with your assigned client(s) and team members
• Manage client IT systems and adhere to service level agreements
• Assist with root-cause analysis if directed.
• Support other clients in addition to the dedicated client assignment as determined by operational need.
• Perform additional tasks and responsibilities as assigned by your manager, which may consist of duties not explicitly outlined in this job description, in alignment with the overall needs of our operations.
• Ensure they updated customer documentation needed to provide best-in-class support
• Maintain a daily 85% billable rate working tickets and answering phone calls.
• Potential for on-sites at customer offices, which would be directed by the Team Lead as the team need arises
• Real time tracking and updates of support tickets in Network Coverage’s ticketing system.

Infrastructure Management and Optimization

• Monitor and optimize client systems for efficient performance, reliability and security
• Produce and update technical documentation for client systems and team training
• Collaborate with the managed services team to identify client trends

Client Communication and Continuous Improvement

• Maintain clear client communication and set expectations on active support inquiries
• Identify opportunities to enhance process efficiency and implement best practices
• Remain updated on industry advancements and enhance technical skills
• Ensure that all customer inquiries and complaints are addressed promptly and professionally.

Other duties as assigned

Knowledge, Skills, and Abilities (KSAs) Required

Technical Expertise:

• Expanded technical knowledge of current IT infrastructures including servers, networks, virtualization, cloud systems and security
• Proficiency with Microsoft server and client operating systems, Active Directory, DNS, DHCP, VDI technologies, Exchange/Office 365 and desktop applications.
• Proficiency with LAN/WAN connectivity designs, firewalls, switching and wireless
• Management of cloud systems including AWS, Azure and Office 365

Problem-Solving and Time Management:

• Ability to diagnose and resolve basic technical issues quickly and effectively within an onsite environment.
• Experience with troubleshooting tools and techniques for endpoint and peripheral devices.
• Strong organizational skills with the ability to prioritize tasks effectively in line with client needs and SLAs.

Communication and Interpersonal Skills:

• Excellent verbal and written communication abilities for effectively explaining technical issues to non-technical stakeholders.
• Active listening skills to fully understand and address client issues.
• High attention to detail for accurate documentation and record-keeping.

Technical Competencies

Qualifications and Experience:

• Bachelor's degree or Associate’s degree in Information Technology, Computer Science, Network Administration or related field.
• 2-5 years of relevant IT experience as either a Systems Analyst, Systems Administrator, IT Specialist or similar position.
• Industry certifications e.g., CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA, or similar, are highly desirable.