Service Desk Technician II

Razor Technology

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

Apply

Vacancy posted 6 days ago

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