IT Service Desk Technician II

Lewisville, TX, US • Posted 1 day ago • Updated 4 hours ago
Full Time
On-site
Fitment

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Job Details

Skills

  • Service Desk
  • Tier 2
  • Computer Hardware
  • Network
  • Tier 1
  • Onboarding
  • Training
  • User Guides
  • Collaboration
  • Management
  • Technical Support
  • Documentation
  • Active Directory
  • Virtual Private Network
  • Mentorship
  • CaliberRM

Summary

Service Center
CSCS TX

Summary:
The Tier 2 IT Service Desk Technician is a subject matter expert who handles escalated technical issues and mentors Tier 1 agents. Tier 2s are responsible for in-depth troubleshooting, knowledge documentation, and driving permanent resolutions for recurring issues.

Essential Duties:

  • Own and resolve tickets escalated from Tier 1

  • Perform advanced troubleshooting for hardware, software, network, and system issues

  • Act as a knowledge source for Tier 1 agents and assist in onboarding/training

  • Create and maintain internal and end-user documentation and reply templates

  • Collaborate with Deskside Support, Infrastructure, and Applications teams for resolution

  • Create and manage Problem tickets where appropriate and link related incidents

  • Participate in major incident escalations or Sev 2/CSE management when requested

Qualifications:

  • 2+ years of IT support experience

  • Strong troubleshooting and documentation skills

  • Familiarity with Active Directory, ticketing systems (Ivanti), VPN, and imaging tools

  • Ability to work independently and mentor others

Caliber uses E-Verify to confirm the identity and employment eligibility of all new hires.

Must be eligible to work in the U.S. with no restrictions.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 10493776
  • Position Id: a38dba81f5c5aa4c05e55cd7cc883f92
  • Posted 1 day ago
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