Service Desk Specialist II

Responsibilities

• Provide Tier 2 support to clients for hardware, software, network and security issues.
• Collaborate with other support roles for efficient problem resolution.
• Manage client IT systems and adhere to service level agreements.
• Monitor and optimize client systems for efficient performance.
• Maintain clear client communication and set expectations on active support inquiries.

• Bachelor's degree or Associate’s degree in Information Technology, Computer Science, Network Administration or related field.
• 2-5 years of relevant IT experience as either a Systems Analyst, Systems Administrator, IT Specialist or similar position.
• Industry certifications e.g., CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA, or similar, are highly desirable.
• Expanded technical knowledge of current IT infrastructures including servers, networks, virtualization, cloud systems and security.
• Proficiency with Microsoft server and client operating systems, Active Directory, DNS, DHCP, VDI technologies, Exchange/Office 365 and desktop applications.
• Proficiency with LAN/WAN connectivity designs, firewalls, switching and wireless.
• Management of cloud systems including AWS, Azure and Office 365.