Service Desk Technician II

Job Description

Job Description

Salary:

Job Description

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

• 24 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