Job Description Summary
Provides Tier 1 and Tier 2 technical support to the organization’s staff, handling a broad range of service requests and incidents with developing independence. Contributes to service desk quality by resolving moderately complex issues, maintaining accurate ticket records, and assisting with knowledge base development.
The IT Service Desk Specialist II works under general supervision on recurring support tasks and moderately complex incidents with developing independence. This job resolves a wider range of issues with reliable execution, contributes to knowledge base maintenance, and escalates issues that require deeper technical expertise or senior judgment.
How will you make an impact & Requirements
Key Responsibilities
- Handle Tier 1 and Tier 2 service desk tickets across hardware, software, access management, and connectivity categories.
- Troubleshoot moderately complex technical issues using established tools, knowledge base resources, and problem-solving skills.
- Perform user account management tasks including access provisioning, password management, and software deployment.
- Document ticket history, resolution steps, and recurring issues for knowledge base review.
- Contribute to knowledge base content by authoring and updating articles for common support scenarios.
- Meet defined service level agreements for first contact resolution, response time, and customer satisfaction.
- Assist junior specialists with complex tickets and serve as an informal point of reference within the team.
Compensation Range:
$19.00
to
$28.50
The anticipated base salary range represents the Company's good-faith estimate of the compensation it reasonably expects to pay for this position at the time of posting. Actual compensation will be determined based on factors including experience, skills, qualifications, geographic location, internal equity, and business needs.
