<p>Level 2 IT Service Desk Technician<br> Job Description <br> • High proficiency with PC/Laptop, Printers, troubleshooting, repair, and diagnostics <br> • Good knowledge of ITSM practices and tools<br> • Handle escalated calls from Level 1 technicians<br> • Handle incoming phone calls and tickets from a variety of sources including calls, emails, chat, and self-service portal. <br> • Work with other departments to resolve or escalate technical and non-technical issues.<br> • Provide technical and procedural assistance to resolve a wide variety of IT related requests and incidents.<br> • Log detailed work in ServiceNow ticketing system. Assign Incidents to appropriate teams when necessary.<br> • Effectively utilizes knowledge base and other resources to resolve issues.<br> • Create knowledge base articles for helping customers and other technicians resolve<br> • Working knowledge of MS Office365 preferred.<br> • Excellent oral/written communication and organizational skills required.<br></p> <p>Qualifications<br> • Bachelor’s degree in computer/network engineering (preferred) or equivalent experience in a technical infrastructure role is required.<br> • 2 to 3 years experience conducting IT service desk support. <br> • Proven experience supporting Windows operating system in an IT environment.<br> • Working knowledge of Microsoft Active Directory, Office 365 products, Microsoft teams, Printers, Windows operating systems, user onboarding/termination, Network Shared Drives, etc.<br> • Proven knowledge of network connectivity and troubleshooting.<br> • Highly proficient with ServiceNow or any ITSM product is preferred. <br> • Strong interpersonal skills, detail oriented and able to manage tasks simultaneously.<br> • Strong communication skills and the ability to explain technical concepts to non-technical users.<br> • Ability to work in a fast-paced environment and prioritize tasks effectively.<br> • A strong problem-solving mindset and the ability to adapt to new challenges.<br> • A+, Network+, or comparable certification preferred but not required.<br></p>