IT Service Desk Specialist II
Core
Deliver entry-level to intermediate-level IT support to end users across the enterprise, diagnosing and resolving technical issues related to software, hardware, and technology infrastructure.
Role type
IT Service Desk Specialist
Builds
IT support services for enterprise users across various divisions and geographic locations
Domain
IT Service Management / End-User Support
Deliverable
client delivery
Required skills
Windows, macOS, iOS, iPadOS support, M365, Teams, SharePoint, OneDrive, hardware troubleshooting, software troubleshooting, incident prioritization, asset lifecycle management, inventory control, ticketing system documentation
Preferred skills
CompTIA A+, HDI Customer Service Representative, Azure Fundamentals, ITIL 4 Foundation, HDI Support Center Analyst
Responsibilities
Respond to service requests and incidents, conduct initial problem diagnosis, gather information via phone/email/chat, escalate complex issues, adjust priority levels based on SLA compliance, track hardware and software lifecycle, perform physical inventory audits, act as local service desk contact, collaborate with Technology Services team
Seniority
Mid-level (2-4+ years experience)
