Job Description

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, OneDrive, 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 ServiceNow 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.

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