IT Service Desk Technician II

## IT Service Desk Technician IIApplylocations:
Lewisville, TXtime type:
Full time posted on:
Posted Todayjob requisition :
R0219529
** Service Center
** CSCS TX
*
* Summary:

** The Tier 2 IT Service Desk Technician is a subject matter expert who handles escalated technical issues and mentors Tier 1 agents. Tier 2s are responsible for in-depth troubleshooting, knowledge documentation, and driving permanent resolutions for recurring issues.
** Essential Duties:
*** Own and resolve tickets escalated from Tier 1
* Perform advanced troubleshooting for hardware, software, network, and system issues
* Act as a knowledge source for Tier 1 agents and assist in onboarding/training
* Create and maintain internal and end-user documentation and reply templates
* Collaborate with Deskside Support, Infrastructure, and Applications teams for resolution
* Create and manage Problem tickets where appropriate and link related incidents
* Participate in major incident escalations or Sev 2/CSE management when requested
*
* Qualifications:

*** 2+ years of IT support experience
* Strong troubleshooting and documentation skills
* Familiarity with Active Directory, ticketing systems (Ivanti), VPN, and imaging tools
* Ability to work independently and mentor others
** Caliber uses E-Verify to confirm the identity and employment eligibility of all new hires.
**** Must be eligible to work in the U.S. with no restrictions.*
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