IT Service Desk Specialist 2
Core
Provide first-level triage, troubleshooting, and remote assistance for internal IT inquiries regarding computer systems, peripherals, operating systems, and web browsers.
Role type
IT Service Desk Specialist (Level 2)
Builds
Internal IT support services for Dexcom employees globally
Domain
Consumer health technology / IT Operations
Deliverable
client delivery
Required skills
First-level triage, troubleshooting, remote assistance, ITSM ticketing tools, Active Directory management, Windows and macOS support, IT inventory management, SLA monitoring, technical documentation
Preferred skills
ITIL v4 certification, Certified Service Desk Analyst (CSDA), MAC certification, off-shore IT support experience
Technologies
ServiceNow, ITSM tools, Active Directory, Windows OS, macOS
Responsibilities
Screen, assess, and diagnose internal IT inquiries; facilitate workflow processes and maintain helpdesk systems; create and update technical documentation; coordinate user notifications for projects and maintenance; manage IT inventory; support backup IT services
Seniority
Mid-level, hands-on IC