Service Desk Support, Tier 2 (Remote)

We have an immediate need for a contract Service Desk Support, Tier 2 to join an environmental services industry leader. The Service Desk Support, Tier 2 provides frontline support and incident diagnosis for the organization s applications, endpoints, and infrastructure. You will act as a single point of contact for our end users, triaging and documenting inbound interactions, and manage ticket routing and incident resolution with other IT resources.

Location: Phoenix, AZ (Remote)

This job expects to pay around $20 - 23 per hour plus benefits.

What You Will Do:

• Respond to incoming interactions initiated through standard support channels
• Identify and triage reported incidents and fulfill service requests
• Use the IT Service Management toolset to accurately document all incoming interactions and resolutions
• Research support issues when resolutions are not readily attainable through available resources
• Work to consistently improve call handling, documentation quality, overall user experience, and resolution process
• Facilitate support intake that arrives through asynchronous channels
• Train onboarding team members to properly handle some of their day-to-day responsibilities
• Contribute to the department s continual improvement and knowledge management initiatives

What Gets You The Job:

• 2 years experience supporting a decentralized user base in a virtual support environment
• 2 years experience with knowledge management methodologies and toolsets
• Basic understanding of ITSM frameworks in relation to service delivery
• Foundational level certification in support center effectiveness
• Ability to communicate technical information to non-technical users
• Excellent listening, interpersonal, written, and oral communication skills
• Strong customer service orientation

Irvine Technology Corporation (ITC) is a leading provider of technology and staffing solutions for IT, Security, Engineering, and Interactive Design disciplines servicing startups to enterprise clients, nationally. We pride ourselves in the ability to introduce you to our intimate network of business and technology leaders bringing you opportunity coupled with personal growth, and professional development! Join us. Let us catapult your career!

Irvine Technology Corporation provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Irvine Technology Corporation complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.