Job Description

The Service Desk Representative II provides technical support and customer service for incident resolution and service requests. This role serves as the first point of contact for IT-related issues, including software, hardware, and network troubleshooting. Responsibilities include initial assessment, triage, research, and resolution of user-reported issues. The Service Desk Representative II collects and documents information through the ServiceNow ticketing system and escalates complex issues when necessary.

Essential Functions

• Provides first-line troubleshooting and support for hardware, software, networking, and system issues, including desktops, laptops, mobile devices, printers, and network connectivity.
• Addresses and resolves basic incidents and requests; logs all incidents and service requests in the ServiceNow ticketing system and escalates issues beyond scope as needed.
• Uses the appropriate ServiceNow categories for logging incidents and requests, ensuring accuracy and efficiency in issue resolution.
• Creates a positive customer support experience by demonstrating deep problem understanding, timely communication, and professional handling of all inquiries.
• Analyzes and resolves incidents and requests, documenting resolutions and providing users with regular status updates.
• Effectively manages multiple tasks, prioritizes workloads, and meets tight deadlines in a fast-paced environment.
• Uses remote support tools to diagnose and resolve technical issues when on-site assistance is not required.
• Guides users through issue resolution processes and educates them on best practices to minimize recurring problems.
• Performs other duties as assigned.
• Maintains regular and reliable attendance.
• Complies with all policies and standards.

Qualifications

• H.S. Diploma or GED required
• Associate Degree or higher in Information Technology, Computer Science, or a related field preferred
• 2-4 years of experience in IT support, help desk operations, or technical customer service required
• Familiarity with Learning Management Systems (LMS) required
• Basic experience with SQL or Microsoft Access preferred

Knowledge, Skills and Abilities

• Strong knowledge of IT support processes, troubleshooting methodologies, and service management tools.
• Proficiency in using remote desktop support tools, ticketing systems (e.g., ServiceNow), and IT service management (ITSM) platforms.
• Strong understanding of IP networking, Active Directory security, and client-server networking.
• Advanced knowledge of Microsoft Office tools, including expert-level proficiency in Excel.
• Familiarity with password reset tools, multi-factor authentication (MFA), and user access control.
• Strong communication and customer service skills, with the ability to explain technical concepts to non-technical users.
• Ability to diagnose issues, find solutions quickly, and resolve problems effectively in a fast-paced environment.

Licenses and Certifications

• CompTIA A+ Certification preferred
• MSOS - Microsoft Office Specialist preferred