Service Desk Technical Support Specialist II

We’re looking for a customer-focused Service Desk Technical Support Specialist II to join the Service Desk team, supporting users across the organization with both technical expertise and high-touch service. This is a fast-paced, phone-heavy role (15–30 calls/day, up to 50–60 during peak times) ideal for someone who takes ownership, works with urgency, and thrives helping users of all technical levels.

This is a direct-hire role working on-site, Monday-Thursday, Friday’s remote.

COMP

:
Up to $60,000 Depending on the candidate’s experience, etc.

WHAT’S IN IT FOR YOU:

• Medical, dental, and vision with employer contributions
• Healthcare FSA & telehealth options
• Paid vacation, sick leave & holidays
• Life & AD&D insurance, plus multiple 401(k) plans
• Ongoing learning and development programs

WHAT YOU’LL DO:

• Provide Tier 1–2 support via phone, email, and walk-ups
• Troubleshoot Windows 11, Microsoft 365, Active Directory, hardware, and basic networking
• Manage tickets end-to-end: triage, resolve, document, and escalate when needed
• Support remote users, printers, and peripherals (Bomgar/BeyondTrust a plus)
• Maintain strong SLA adherence, communication, and follow-through
• Assist with hardware/software provisioning, upgrades, and inventory
• Partner with vendors and internal teams to resolve issues
• Contribute to projects, process improvements, and documentation
• Participate in a scheduled on-call rotation to provide after-hours support as needed

WHAT YOU’LL BRING:

• 3+ years of Service Desk / IT Support experience
• Strong customer service mindset (urgency, empathy, ownership)
• Ability to support non-technical and technical users alike
• Experience with:
• Microsoft 365 (Outlook, Teams, Office)
• Active Directory
• Basic network troubleshooting
• Laptops, desktops, and peripherals
• Comfortable in a high-volume, SLA-driven environment
• Strong communication, organization, and problem-solving skills
• AS400 experience (big plus) and ServiceNow experience preferred

APPLY NOW! CP# 8556