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Job SummaryAs a “Service Desk Technician – Level 2,” you would be responsible for providing technical support to end-users and resolving issues related to hardware and software. You would work closely with the other team members in our IT department to escalate and resolve complex issues. Your day-to-day responsibilities would include troubleshooting and diagnosing hardware and software issues, installing and configuring software and hardware for end-users, and documenting and tracking service requests and incident tickets. Excellent communication skills are essential for this role, as you would be interacting with end-users on a regular basis. You would need to be able to explain technical concepts in a way that is easy for non-technical users to understand, and be patient and empathetic when dealing with users. Strong problem-solving and analytical skills are also vital, as you would be required to work through complex technical issues and provide solutions in a fast-paced environment.Essential FunctionsTroubleshoot and diagnose advanced hardware and software issues.Install and configure software and hardware for end-users.Document and track service requests and incident tickets.Automate application deployments via tools like Manage Engine, Ivanti, etc.Collaborate with other technology teams to resolve issues and provide solutions.Provide technical guidance and training to end-users.Work with the other groups in the IT department to escalate and resolve complex issues.Identify opportunities for process improvement and best practices in IT service delivery.Maintain and update technical knowledgebase and documentation.Required/Preferred Education and ExperienceBachelor’s degree preferred (not required)A minimum of 3-6 years of work experienceExperience with operating system deployments, application packaging, advanced PC troubleshooting, and with ITSM systems like Service NowKnowledge, Skills and AbilitiesExcellent verbal and written communication skillsHigh level of customer serviceCapable of multitasking and working within tight deadlinesExcellent knowledge of OS and application deploymentsDetail oriented and organized, and capable of handling proper follow-up with end users.

Careerbuilder • New York, Stati Uniti