Service Desk Specialist – Level II

This is a fully remote position, open to applicants in United States.

📋 Description

• Address advanced Tier 1 challenges, such as authentication issues, access requests, application troubleshooting, and configuration inquiries.

• Conduct thorough ticket triage by collecting necessary information, verifying user details, and accurately categorizing issues.

• Implement knowledge base protocols, standard operating procedures (SOPs), and troubleshooting workflows.

• Transfer incidents to Tier 2 teams with comprehensive documentation and a clear transition process.

• Assess tickets for precision, completeness, and compliance with service desk standards.

• Provide assistance with password resets, SSO/MFA troubleshooting, account unlocks, and user provisioning concerns.

• Aid in identifying issues and analyzing trends by tagging incidents and reporting recurring problems.

• Engage with users to deliver updates, instructions, and support.

• Contribute to the maintenance and enhancement of knowledge base articles and SOPs.

• Collaborate with Team Leads and Shift Supervisors to effectively manage workload and ensure SLA adherence.

• Assist in the onboarding of new service desk personnel by demonstrating Tier 1 protocols and best practices.

• Maintain operational awareness of ticket queues, priority incidents, and significant events.

⛳️ Requirements

• Must possess an active Secret clearance, supported by a Tier 3 background investigation.

• High School Diploma or equivalent qualification.

• 2–4 years of experience in IT help desk or customer support roles.

• Proven experience in providing advanced Tier 1 support, including troubleshooting, triage, and ticketing processes.

• Skilled in accurately and thoroughly documenting incidents within an ITSM tool.

• Familiar with modifying and adhering to knowledge base articles or SOPs.

• Knowledgeable in user account management, SSO, MFA, and authentication workflows.

• Experienced in troubleshooting common workstation, browser, and application issues.

• Strong grasp of ITSM practices and ticket lifecycle management.

• Excellent customer service skills capable of managing complex Tier 1 issues professionally.

• Outstanding verbal and written communication skills.

• High attention to detail, particularly in documenting incidents and updating tickets.

• Ability to adhere to structured troubleshooting protocols and SOP-driven workflows.

• Capacity to multitask in a dynamic, SLA-driven service setting.

🏝️ Benefits

• Competitive salary package.

• Opportunities for professional development and career advancement.

• Comprehensive health and wellness benefits.

• Flexible work arrangements.

• Supportive team environment.