IT Service Technician Tier II

Overview

Great Day Improvements - IT Service Desk Technician Tier II

Great Day Improvements is currently seeking a qualified candidate for the full-time position of Service Desk Technician. This position is a shared service role that supports all brands under Great Day Improvements and their respective systems and technologies. The Service Desk Technician serves as the first point of contact for IT support, resolving common technical issues while following established procedures and escalating complex issues to Tier II support. This role requires strong customer service skills, attention to detail, and the ability to follow documented troubleshooting steps effectively.

Location: Twinsburg, OH (on-site)

Pay Rate: $26.44 per hour

Responsibilities

• Serve as the first point of contact for IT support, providing technical assistance via phone, email, and remote support tools.
• Follow documented troubleshooting steps to resolve common hardware, software, and network issues.
• Assist users with password resets, account unlocks, and access requests in Active Directory, Azure, and Office 365.
• Support standard IT equipment, including Windows computers, mobile devices, printers, and VoIP phones.
• Log all incidents, requests, and resolutions in FreshService or other ITSM tools, ensuring accurate documentation.
• Maintain IT knowledge base articles by updating and suggesting improvements based on common support issues.
• Perform routine IT tasks such as software installations, printer setup, and workstation configurations.
• Follow defined escalation procedures to refer advanced issues to Tier II support.
• Assist in onboarding and offboarding users by following documented processes for account creation, provisioning, and deprovisioning.
• Support IT security initiatives by ensuring compliance with company policies and best practices.
• Participate in training sessions to develop technical skills and improve troubleshooting effectiveness.
  
  

Qualifications

• 1-2 years of experience in an IT support role, helpdesk, or customer service environment.
• Basic knowledge of Windows 10/11, iOS, and Android troubleshooting.
• Experience using ITSM ticketing systems such as FreshService, ServiceNow or Zendesk.
• Familiarity with Active Directory, Office 365, and enterprise applications such as Microsoft Teams and OneDrive.
• Strong written and verbal communication skills, with a focus on clear, user-friendly support.
• Ability to follow structured troubleshooting steps and escalate complex issues appropriately.
• Customer service-oriented mindset with a proactive approach to issue resolution.
• Certifications such as CompTIA A or coursework toward IT certifications preferred.
  
  

GDI is an Equal Employment Opportunity Employer

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