<p>Tier 2 Service Desk Technician</p> <p>Pella, IA</p> <p>Position Overview</p> <p>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.</p> <p>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.</p> <p>Key Responsibilities</p> <p>Technical Support & Issue Resolution</p> <ul> <li> <p>Serve as the primary escalation point for Tier 1 for complex or unresolved incidents.</p> </li><li> <p>Diagnosing and resolving issues related to:</p> </li><li> <p>Windows & macOS operating systems</p> </li><li> <p>Hardware (PCs, mobile devices, printers, peripherals)</p> </li><li> <p>MFA, SSO, identity management</p> </li><li> <p>Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint)</p> </li><li> <p>Core enterprise applications (ERP, HRIS, ticketing systems, etc.)</p> </li><li> <p>Perform remote and on-site troubleshooting as needed.</p> </li><li> <p>Ensure root cause is identified and documented to minimize repeat issues.</p> </li></ul> <p>Customer Experience & Communication</p> <ul> <li>Provide clear, empathetic, and professional communication with end users. </li><li>Proactively follow up with customers to ensure full resolution and satisfaction. </li><li>Maintain a strong service mindset-your team is the friendly "front door of IT." </li><li>Collaborate with users to educate them on tools, systems, and best practices. </li></ul> <p>Service Desk Operations</p> <ul> <li>Document all work thoroughly within the ServiceNow platform. </li><li>Contribute to and maintain the knowledge base (KB articles, how-to guides). </li><li>Assist other team members with coaching, training, and escalations. </li></ul> <p>Process Improvement & Collaboration</p> <ul> <li>Identify opportunities to reduce ticket volume through automation or process changes. </li><li>Work closely with infrastructure, security, and application teams to resolve cross-functional issues. </li><li>Support problem management by identifying trends and recurring incidents. </li><li>Help drive the team's continuous improvement culture. </li></ul> <p>Qualifications</p> <p>Required</p> <ul> <li>5+ years of experience in IT support, including Tier 2 or Tier 3 responsibilities. </li><li>Strong troubleshooting skills across hardware, software, and networking. </li><li>Experience with Microsoft 365 administration and support. </li><li>Proven ability to communicate technical concepts clearly to non-technical users. </li><li>Excellent customer service, communication, and documentation skills. </li></ul> <p>Preferred / Nice to Have</p> <ul> <li> <p>4-year IT degree or equivalent</p> </li><li> <p>Certifications such as:</p> </li><li> <p>CompTIA A+, Network+</p> </li><li> <p>Microsoft 365 Fundamentals (MS-900)</p> </li><li> <p>Azure Fundamentals (AZ-900)</p> </li><li> <p>Modern Desktop Administrator (MD-102)</p> </li><li> <p>Experience supporting enterprise environments with high service expectations.</p> </li></ul> <p>Key Competencies</p> <ul> <li>Customer Focus - Approaches every interaction with empathy and helpfulness. </li><li>Technical Acumen - Deep problem-solving ability and desire to understand root causes. </li><li>Accountability - Owns issues from start through resolution. </li><li>Team Collaboration - Works seamlessly with colleagues; mentors' junior staff. </li><li>Adaptability - Thrives in a fast-paced environment with shifting priorities. </li><li>Continuous Improvement Mindset - Looks for ways to improve services, documentation, and processes. </li></ul>