What are the responsibilities and job description for the Service Desk Technician II position at Placed?
Our valued client is seeking a Service Desk Technician in the Denver Tech Center. This a full-time, hybrid opportunity with excellent compensation and benefits package.
Position Overview:
The Service Desk Technician is responsible for providing technical support to end-users, diagnosing and resolving various IT issues, resulting in a superior level of
customer satisfaction. The role is divided into three tiers, each requiring varying levels of experience and expertise. Tier 1 focuses on basic troubleshooting and incident
management, Tier 2 handles more complex issues and escalations, while Tier 3 specializes in advanced technical solutions and strategic IT initiatives (projects).
Role Summary:
In addition to Level 1 responsibilities, the Tier 2 Service Desk Technician handles escalated issues that require more in-depth troubleshooting and problem-solving. This
role requires a stronger technical foundation and greater autonomy, often supporting more complex incidents and requests.
Key Responsibilities (in addition to Level 1):
Handle escalated issues from Tier 1 technicians, providing more detailed
troubleshooting and root cause analysis.
Resolve complex hardware and software issues, including operating system
problems, advanced application support, and network issues.
Assist with user account management in systems like Active Directory, Office
365, and other business applications.
Install, configure, and maintain hardware (e.g., workstations, printers, mobile
devices) and software.
Collaborate with other teams (network, server, security) to resolve multi-
faceted issues.
Create and update knowledge base articles to improve Tier 1 resolution
capabilities.
Provide guidance and training to Tier 1 technicians on resolving more complex
issues.
Skills and Qualifications:
Education: Associate’s degree in IT or a related field; CompTIA Network ,
Microsoft 365 Certified, or similar certifications.