Service Desk Specialist II

1-4 Years

Early Applicant

Job Description

Scope

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:

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.