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