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 work from home)
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
