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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