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