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Service Desk Technician II - Dallas Regional Office

Job in Dallas, Dallas County, Texas, 75215, USA
Listing for: Dominium Management Services
Full Time position Listed on 2026-11-15
Job specializations:
Salary/Wage Range or Industry Benchmark: 60000 - 80000 USD Yearly USD 60000.00 80000.00 YEAR

Job Description & How to Apply Below

Description

Dominium is helping tackle the affordable housing crisis - and we're looking for motivated candidates to join our team and advance our mission. With offices in Atlanta, Dallas, Phoenix and Minneapolis, Dominium is one of the nation's most respected and innovative affordable housing development and management companies. We create quality, affordable homes and engage with our residents to foster a strong sense of community and connection.

Join us in making a difference in people's lives every day at a company where you can challenge yourself to develop both personally and professionally.

POSITION SUMMARY

The Service Desk Technician II serves as an experienced technical support professional responsible for resolving complex technology issues, supporting enterprise applications and endpoint devices, and delivering exceptional customer service. This role acts as an escalation resource for Service Desk Technician I staff, providing advanced troubleshooting and technical expertise across hardware, software, mobile devices, identity platforms, and cloud-based services.

The Service Desk Technician II supports both onsite and remote employees, contributes to continuous service improvement efforts, maintains accurate documentation, and ensures compliance with organizational security standards and IT service management processes.

ESSENTIAL FUNCTIONS
  • Provide Level 2 technical support for incidents and service requests that require advanced troubleshooting.
  • Manage incidents through the full lifecycle, ensuring timely resolution and adherence to established metrics.
  • Investigate recurring issues and identify root causes to reduce repeat incidents.
  • Escalate issues to infrastructure, security, application, or vendor support teams as necessary.
  • Maintain accurate ticket documentation, troubleshooting notes, and resolution details within the ITSM platform.
  • Provide advanced support for remote and hybrid employees.
  • Assist users with access management, password resets, multi-factor authentication (MFA), and identity-related issues.
  • Perform deskside and remote support activities while maintaining high customer satisfaction.
  • Maintain accurate inventory, asset tracking, and configuration information.
  • Create, update, and maintain technical documentation, knowledge articles, and support procedures.
  • Contribute to process improvement initiatives designed to improve service quality and operational efficiency.
  • Identify opportunities for automation and self-service solutions.
  • Assist with training and knowledge transfer activities for Service Desk Technician I staff.
    • OTHER RESPONSIBILITIES
  • Participate in technology deployments, upgrades, migrations, and new system implementations.
  • Support IT projects and business initiatives.
  • Assist with testing and validation of new technologies prior to deployment.
  • Handles additional projects as assigned.
    • QUALIFICATIONS
    • The successful IT Service Desk Technician II will have a combination of knowledge, skills and experience that will include the following:
    • Associate degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience.
    • Industry certifications such as CompTIA A+, Network+, Security+, ITIL Foundation, or Microsoft 365 Fundamentals.
    • Three (3) to five (5) years of IT support or service desk experience.
    • Experience supporting Microsoft 365 applications and services, including Outlook, Teams, One Drive, and SharePoint.
    • Working knowledge of Microsoft Entra  (Azure Active Directory), Active Directory, Exchange Online, and user access management.
    • Experience with endpoint management solutions such as Microsoft Intune, Mobile Device Management (MDM), and device provisioning.
    • Experience working within an IT Service Management (ITSM) framework.
    • Fa…
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