IT Service Desk Technician II

Summary:
The Tier 2 IT Service Desk Technician is a subject matter expert who handles escalated technical issues and mentors Tier 1 agents. Tier 2s are responsible for in-depth troubleshooting, knowledge documentation, and driving permanent resolutions for recurring issues.

Essential Duties:

• Own and resolve tickets escalated from Tier 1

• Perform advanced troubleshooting for hardware, software, network, and system issues

• Act as a knowledge source for Tier 1 agents and assist in onboarding/training

• Create and maintain internal and end-user documentation and reply templates

• Collaborate with Deskside Support, Infrastructure, and Applications teams for resolution

• Create and manage Problem tickets where appropriate and link related incidents

• Participate in major incident escalations or Sev 2/CSE management when requested

Qualifications:

• 2+ years of IT support experience

• Strong troubleshooting and documentation skills

• Familiarity with Active Directory, ticketing systems (Ivanti), VPN, and imaging tools

• Ability to work independently and mentor others