Tier 2 Service Desk Technician

Tier 2 Service Desk Technician

Pella, IA

Position Overview

The Tier 2 Service Desk Technician is a key member of the IT Service Desk, responsible for resolving escalated technical issues, delivering exceptional customer service, and acting as a subject‑matter resource for Tier 1 technicians. This role requires strong technical troubleshooting skills, solid communication abilities, and a mindset focused on efficiency, accuracy, and customer satisfaction.

Tier 2 technicians support the team's mission to resolve 90% of tickets within 24 hours, prioritize personal contact with end users, and serve as the face of IT by providing outstanding service experience.

Key Responsibilities

Technical Support & Issue Resolution

* Serve as the primary escalation point for Tier 1 for complex or unresolved incidents.

* Diagnosing and resolving issues related to:

* Windows & macOS operating systems

* Hardware (PCs, mobile devices, printers, peripherals)

* MFA, SSO, identity management

* Microsoft 365 applications (Outlook, Teams, One Drive, SharePoint)

* Core enterprise applications (ERP, HRIS, ticketing systems, etc.)

* Perform remote and on-site troubleshooting as needed.

* Ensure root cause is identified and documented to minimize repeat issues.

Customer Experience & Communication

* Provide clear, empathetic, and professional communication with end users.

* Proactively follow up with customers to ensure full resolution and satisfaction.

* Maintain a strong service mindset-your team is the friendly "front door of IT."

* Collaborate with users to educate them on tools, systems, and best practices.

Service Desk Operations

* Document all work thoroughly within the Service Now platform.

* Contribute to and maintain the knowledge base (KB articles, how‑to guides).

* Assist other team members with coaching, training, and escalations.

Process Improvement & Collaboration

* Identify opportunities to reduce ticket volume through automation or process changes.

* Work closely with infrastructure, security, and application teams to resolve cross-functional issues.

* Support problem management by identifying trends and recurring incidents.

* Help drive the team's continuous improvement culture.

Qualifications

Required

* 5+ years of experience in IT support, including Tier 2 or Tier 3 responsibilities.

* Strong troubleshooting skills across hardware, software, and networking.

* Experience with Microsoft 365 administration and support.

* Proven ability to communicate technical concepts clearly to non‑technical users.

* Excellent customer service, communication, and documentation skills.

Preferred / Nice to Have

* 4-year IT degree or equivalent

* Certifications such as:

* CompTIA A+, Network+

* Microsoft 365 Fundamentals (MS‑900)

* Azure Fundamentals (AZ‑900)

* Modern Desktop Administrator (MD‑102)

* Experience supporting enterprise environments with high service expectations.

Key Competencies

* Customer Focus - Approaches every interaction with empathy and helpfulness.

* Technical Acumen - Deep problem-solving ability and desire to understand root causes.

* Accountability - Owns issues from start through resolution.

* Team Collaboration - Works seamlessly with colleagues; mentors' junior staff.

* Adaptability - Thrives in a fast-paced environment with shifting priorities.

* Continuous Improvement Mindset - Looks for ways to improve services, documentation, and processes.