Service Desk Rep

Service Desk Representative II

The Service Desk Representative II provides technical support and customer service for incident resolution and service requests. This role serves as the first point of contact for IT-related issues, including software, hardware, and network troubleshooting. Responsibilities include initial assessment, triage, research, and resolution of user-reported issues. The Service Desk Representative II collects and documents information through the ServiceNow ticketing system and escalates complex issues when necessary.

Essential Functions:

• Provides first-line troubleshooting and support for hardware, software, networking, and system issues, including desktops, laptops, mobile devices, printers, and network connectivity.
• Addresses and resolves basic incidents and requests; logs all incidents and service requests in the ServiceNow ticketing system and escalates issues beyond scope as needed.
• Uses the appropriate ServiceNow categories for logging incidents and requests, ensuring accuracy and efficiency in issue resolution.
• Creates a positive customer support experience by demonstrating deep problem understanding, timely communication, and professional handling of all inquiries.
• Analyzes and resolves incidents and requests, documenting resolutions and providing users with regular status updates.
• Effectively manages multiple tasks, prioritizes workloads, and meets tight deadlines in a fast-paced environment.
• Uses remote support tools to diagnose and resolve technical issues when on-site assistance is not required.
• Guides users through issue resolution processes and educates them on best practices to minimize recurring problems.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications:

• H.S. Diploma or GED required
• Associate Degree or higher in Information Technology, Computer Science, or a related field preferred
• 2-4 years of experience in IT support, help desk operations, or technical customer service required
• Familiarity with Learning Management Systems (LMS) required
• Basic experience with SQL or Microsoft Access preferred

Knowledge, Skills and Abilities:

• Strong knowledge of IT support processes, troubleshooting methodologies, and service management tools.
• Proficiency in using remote desktop support tools, ticketing systems (e.g., ServiceNow), and IT service management (ITSM) platforms.
• Strong understanding of IP networking, Active Directory security, and client-server networking.
• Advanced knowledge of Microsoft Office tools, including expert-level proficiency in Excel.
• Familiarity with password reset tools, multi-factor authentication (MFA), and user access control.
• Strong communication and customer service skills, with the ability to explain technical concepts to non-technical users.
• Ability to diagnose issues, find solutions quickly, and resolve problems effectively in a fast-paced environment.

Licenses and Certifications:

• CompTIA A+ Certification preferred
• MSOS - Microsoft Office Specialist preferred

Equal Employment Opportunity: This organization does not discriminate in any way to deprive any person of employment opportunities or otherwise adversely affect the status of any employee because of race, color, religion, sex, sexual orientation, genetic information, gender identity, national origin, age, disability, citizenship, veteran status, or military or uniformed services, in accordance with all applicable governmental laws and regulations. In addition, the facility complies with all applicable federal, state and local laws governing nondiscrimination in employment. This applies to all terms and conditions of employment including, but not limited to: hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.