Service Desk Tech II

Job Overview: Provides advanced technical support to end-users and resolves complex IT issues. This role involves troubleshooting software, hardware, and network problems, supporting IT projects, and serving as a point of escalation for Service Desk Analyst 1 staff. The ideal candidate combines technical expertise with strong communication and problem‑solving skills.

About ETE REMAN

ETE REMAN is the largest independent aftermarket automatic transmission remanufacturer in the United States. Based in Milwaukee, Wisconsin, we’ve been rebuilding transmissions since 1985 — and we’re still growing strong. With more than 800 team members, ETE REMAN is a place where people can build their career, learn new skills, and be part of a team that wins together.

Why Choose ETE REMAN?

The demand for our transmissions remains strong no matter the economy. Our work reduces waste, keeps vehicles on the road, and helps customers save money.

ETE REMAN is for people who take pride in their work and want to create something real. We’re a team that values quality, honesty, and getting better every single day. You’ll find opportunity here — if you’re ready to learn, grow, and go all‑in.

The pace is fast. The expectations are high. And the roadmap? You’ll help draw it. We’re growing quickly, built to last through any market, and still grounded in our family‑owned roots. That means you get the best of both worlds — a tight‑knit, no‑nonsense culture with room to advance and make your mark.

Company Expectations

At ETE REMAN, we expect every team member to:

• Bring a positive attitude and support your teammates
• Focus on quality and keep customer satisfaction at the center of everything you do
• Follow established policies and processes, while staying flexible as things evolve
• Show up on time, stay engaged, and work with passion, urgency, and focus
• Aim to not only meet but exceed goals
• Make continuous improvement a daily goal

Essential Duties and Responsibilities:

• Troubleshoot and resolve software, hardware, and system‑related issues escalated from Service Desk Analyst I
• Troubleshoot and resolve more complex technical problems involving hardware, operating systems (Windows/macOS/IOS, Android), enterprise applications, printers, networking, and remote connectivity (VPN, RDP).
• Provide support for Microsoft 365, Active Directory, Teams, SharePoint, and other productivity tools.
• Manage user accounts, permissions, and group policies in Active Directory and related systems.
• Own onboarding/offboarding processes, including setup of laptops/desktops, mobile devices, and access control.
• Work closely with infrastructure, network, and application teams to elevate and resolve system‑wide issues.
• Find and document recurring problems and propose improvements to reduce support tickets.
• Contribute knowledge base articles and mentor junior team members on troubleshooting techniques.
• Participate in IT projects such as system upgrades, software rollouts, and process improvements.
• Maintain compliance with SLAs and internal IT support policies.
• Participate in after‑business hours and weekend on‑call rotation for P1/P2/VIP incident management

Required Qualifications:

• Associate or bachelor’s degree in IT, Computer Science, or equivalent work experience.
• 2–4 years of experience in IT support or help desk roles.
• Strong understanding of operating systems (Windows, macOS, Linux) and enterprise software applications.
• Solid knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience with ticketing systems.
• Proven ability to troubleshoot complex hardware, software, and network issues.
• Excellent verbal and written communication skills.
• Strong customer service orientation, with the ability to explain technical issues to non‑technical users.

Preferred Qualifications:

• IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft Modern Desktop Administrator Associate.
• Experience with remote support tools (Connect Wise, Microsoft Remote Desktop).
• Basic scripting or automation knowledge.
• Experience with cybersecurity best practices and incident response.
• Experience mentoring or training junior staff

Experience:

• 2–4 years of IT support, Service desk, or technical support experience preferred.
• Hands‑on experience with enterprise environments and multi‑site support are considered a plus.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.