Service Desk Technician II

Support Technician II

The Support Technician II is responsible for providing advanced technical support across a wide range of systems, endpoints, and business applications. This role primarily handles escalated issues from Level 1 technicians, while also supporting incoming requests as needed to help maintain service levels. The technician is expected to troubleshoot complex issues, contribute to problem resolution, and support day-to-day service desk operations. This position also plays a key role in improving documentation, supporting deployments, and contributing to overall service quality.

Required Skills

• 2–4 years of experience in a Service Desk or Systems Administrator role
• Strong troubleshooting skills across Windows environments, endpoints, and common business applications
• Working knowledge of Windows Server, Active Directory, Group Policy, DNS, DHCP, and TCP/IP
• Experience supporting user onboarding and offboarding, permissions, and access management
• Experience with endpoint configuration and support
• Ability to diagnose and resolve escalated issues across hardware, software, and connectivity
• Strong documentation skills with clear, client-friendly notes
• Strong problem-solving and analytical thinking
• Strong communication and customer service skills

Other Requirements

• Ability to explain technical issues in plain language
• Willingness to assist Level 1 technicians and share knowledge
• Comfortable working in a fast-paced environment with changing priorities
• Strong time management and ability to handle multiple tickets
• Team-oriented mindset, collaborates well across teams
• Physical ability to lift and move equipment up to 30 pounds

Job Responsibilities

• Handle Tier 2 escalations, owning issues through to resolution
• Support incoming Level 1 requests when needed to maintain service levels
• Troubleshoot issues across workstations, servers, applications, and networks
• Perform user account setup, access changes, and system configuration
• Maintain accurate, client-ready ticket documentation
• Assist with device provisioning, deployments, and upgrades
• Contribute to internal documentation and knowledge base articles
• Collaborate with other teams on complex issues or projects
• Identify recurring issues and recommend improvements
• Follow service desk processes and SLA expectations