Service Desk Specialist

Job Title: Service Desk Agent Level 2

Job Purpose:

The Service Desk Agent Level 2 provides in-depth technical support and serves as an escalation point for Level 1 agents. This role requires problem-solving expertise and knowledge-sharing to enhance team efficiency while ensuring incidents and service requests are resolved within SLAs.

Essential Functions:

• Serve as an escalation point for Level 1 agents on complex technical issues.
• Troubleshoot and resolve incidents related to networking, VoIP, Microsoft applications, and business systems.
• Document and track detailed ticket activities until resolution.
• Collaborate with teams to diagnose and resolve recurring technical issues.
• Create knowledge base entries for repeatable solutions.
• Make outbound calls to customers as part of incident resolution.
• Monitor system alerts and proactively address potential issues.

Education & Certifications:

• High School diploma required.
• ITIL Foundations Certification is required.
• CompTIA Net+, CCENT preferred.
• CCNA desired.

Experience:

• 3+ years of experience in a Service Desk or technical support environment.

Special Knowledge, Skills, and Abilities:

• Strong understanding of networking fundamentals, Windows OS, and Office applications.
• Excellent customer service, communication, and conflict resolution skills.
• Experience with ServiceNow or similar ITSM platforms.
• Ability to work independently and remotely when required.