Service Desk Specialist II

Scope

• Works independently on moderately complex issues with minimal supervision
• Handles technical escalations beyond L1 capability
• Follows established procedures while contributing to process refinement
• Collaborates with cross-functional teams to resolve issues efficiently

Your Roles and Responsibilities

Advanced Incident & Request Support

• Troubleshoot and resolve escalated hardware, software, and application issues across Windows, macOS, Linux, and mobile platforms.
• Perform deeper-dive diagnostics for system, profile, and performance issues.
• Support enterprise applications, VPN, SSO, MFA, directory services, and endpoint security tools.
• Provide remote support, resolving incidents within defined SLAs.

System & Device Administration

• Image, configure, and deploy devices following standard procedures, including OS updates, software installation, and security profiles.
• Manage device lifecycle actions: provisioning, deprovisioning, asset updates, and inventory accuracy.
• Assist in maintaining and improving automated deployment workflows (e.g., Intune, JAMF, SCCM).

Ticket Management & Escalation Handling

• Proactively monitor queues, update tickets, and ensure accurate documentation of troubleshooting steps.
• Identify recurring issues, propose improvements, and escalate to engineering teams when needed.
• Conduct user follow-ups, validate resolution success, and ensure a positive support experience.

Access & Account Support

• Support user access issues including password resets, group changes, permission adjustments, and account provisioning tasks.
• Assist with troubleshooting access to corporate networks, Wi-Fi, VPN, file shares, and enterprise SaaS applications.

Customer Experience & Collaboration

• Maintain a strong customer-service-focused mindset when working with global end users.
• Mentor and support L1 agents by providing guidance, documentation updates, and training on common issues.
• Collaborate with Resolver Teams to resolve complex incidents.

Operational Contribution

• Participate in shift-based global support coverage.
• Assist in creating and updating knowledge articles, SOPs, and troubleshooting guides.
• Support minor project tasks such as hardware refreshes, software rollouts, and system enhancements.

Required Qualifications / Skills

• Bachelor’s degree in a relevant field, or equivalent hands-on experience.
• 1–4 years of IT support experience, preferably in a global or enterprise environment.
• Strong understanding of:
• Hardware diagnostics and repair
• Windows/macOS troubleshooting
• Networking fundamentals (DNS, DHCP, TCP/IP, Wi-Fi)
• VPN and remote-access technologies
• Enterprise applications and endpoint security tools
• Ability to troubleshoot complex technical issues under pressure.
• Strong communication, customer service, and collaboration skills.
• Ability to follow procedures while identifying when escalation is required.
• Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk).

Preferred Qualifications

• Experience with Intune, JAMF, SCCM, or other device management solutions.
• Familiarity with SSO/MFA solutions (Okta, Azure AD, Google Workspace).
• Experience supporting hybrid or remote workforce environments.
• IT certifications such as CompTIA A+/N+, ITIL Foundation, or Microsoft (MCSA/MCSE) / Apple technical certs.

Physical Demands & Work Environment

• Ability to perform standard office tasks including standing or sitting for extended periods.
• Demonstrates strong team player qualities and collaborates effectively with colleagues to achieve shared goals.
• Effective verbal and written communication skills.
• Some positions may require repetitive motion involving hands and wrists.