Service Desk Representative II

Job Summary

The Service Desk Representative II provides advanced technical support for end-user systems, resolving moderately complex technical issues and contributing to knowledge base development. This role collaborates with information technology teams to support consistent service delivery, improve user satisfaction, and contribute to ongoing technology initiatives.

Essential Functions

• Resolves tier-one and tier-two support requests involving hardware, software, and connectivity issues.
• Performs advanced troubleshooting and root-cause analysis to reduce recurring incidents.
• Maintains service documentation, knowledge articles, and escalation procedures.
• Collaborates with information technology support teams to implement service improvements and process enhancements.
• Assists with onboarding and training new team members and users on information technology policies and tools.
• Monitors and manages ticket queues to help ensure service-level targets are met.
• Performs other duties as assigned.
• Maintains regular and reliable attendance.
• Complies with all policies and standards.

Qualifications

• H.S. Diploma or GED required
• Associate Degree or higher in Information Technology, Computer Science, or a related field preferred
• 3-5 years of experience in an IT service desk, technical support, or a related role required

Knowledge, Skills and Abilities

• Strong technical troubleshooting skills across multiple device types and platforms.
• Ability to prioritize, manage, and resolve moderately complex user issues.
• Excellent written and verbal communication skills.
• Strong knowledge of information technology service management and incident management practices.
• Strong collaboration skills and commitment to user satisfaction.