Service Desk Specialist 2

**Scope** * Works independently on moderately complex issues with minimal supervision * Handles technical escalations beyond L1 capability * Follows established procedures while contributing to process refinement * Collaborates with cross-functional teams to resolve issues efficiently **Your Roles and Responsibilities**  **Advanced Incident & Request Support** * Troubleshoot and resolve escalated hardware, software, and application issues across Windows, macOS, Linux, and mobile platforms. * Perform deeper-dive diagnostics for system, profile, and performance issues. * Support enterprise applications, VPN, SSO, MFA, directory services, and endpoint security tools. * Provide remote support, resolving incidents within defined SLAs. **System & Device Administration** * Image, configure, and deploy devices following standard procedures, including OS updates, software installation, and security profiles. * Manage device lifecycle actions: provisioning, deprovisioning, asset updates, and inventory accuracy. * Assist in maintaining and improving automated deployment workflows (e.g., Intune, JAMF, SCCM). **Ticket Management & Escalation Handling** * Proactively monitor queues, update tickets, and ensure accurate documentation of troubleshooting steps. * Identify recurring issues, propose improvements, and escalate to engineering teams when needed. * Conduct user follow-ups, validate resolution success, and ensure a positive support experience. **Access & Account Support** * Support user access issues including password resets, group changes, permission adjustments, and account provisioning tasks. * Assist with troubleshooting access to corporate networks, Wi-Fi, VPN, file shares, and enterprise SaaS applications. **Customer Experience & Collaboration** * Maintain a strong customer-service-focused mindset when working with global end users. * Mentor and support L1 agents by providing guidance, documentation updates, and training on common issues. * Collaborate with Resolver Teams to resolve complex incidents. **Operational Contribution** * Participate in shift-based global support coverage. * Assist in creating and updating knowledge articles, SOPs, and troubleshooting guides. * Support minor project tasks such as hardware refreshes, software rollouts, and system enhancements. **Required Qualifications / Skills** * Bachelor’s degree in a relevant field, or equivalent hands-on experience. * 1–4 years of IT support experience, preferably in a global or enterprise environment. * Strong understanding of: * Hardware diagnostics and repair * Windows/macOS troubleshooting * Networking fundamentals (DNS, DHCP, TCP/IP, Wi-Fi) * VPN and remote-access technologies * Enterprise applications and endpoint security tools * Ability to troubleshoot complex technical issues under pressure. * Strong communication, customer service, and collaboration skills. * Ability to follow procedures while identifying when escalation is required. * Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk). **Preferred Qualifications** * Experience with Intune, JAMF, SCCM, or other device management solutions. * Familiarity with SSO/MFA solutions (Okta, Azure AD, Google Workspace). * Experience supporting hybrid or remote workforce environments. * IT certifications such as CompTIA A+/N+, ITIL Foundation, or Microsoft (MCSA/MCSE) / Apple technical certs. **Physical Demands & Work Environment** * Ability to perform standard office tasks including standing or sitting for extended periods. * Demonstrates strong team player qualities and collaborates effectively with colleagues to achieve shared goals. * Effective verbal and written communication skills. * Some positions may require repetitive motion involving hands and wrists.