What are the responsibilities and job description for the IT Service Desk Technician (Tier 2) position at Atlas Roofing Corporation?
Atlas Roofing Corporation, a privately owned company established in 1982, is an innovative, customer-oriented leading provider of high-performance roofing and construction materials that help build better environments to live and work. Atlas Roofing Corporation has grown from a single roofing shingle manufacturing facility in 1982 into an industry leader with facilities in North America and worldwide product distribution. Atlas Roofing Corporation is made up of 4 divisions: Roof and Wall Insulation, Shingles & Underlayments, Web Technologies, and Molded Products.
Atlas Roofing Corporation, a privately owned company, established in 1982, is an international and multi-divisional manufacturer of roofing, sheathing, facer, and insulation product solutions.
We are seeking an IT Service Desk Technician (Tier 2)for our shared services Information Technology (IT) department in the Clinton or Davenport, IA or East Moline, IL facility.
The IT Service Desk Technician (Tier 2) is responsible for handling complex IT support issues that require troubleshooting, root cause analysis, and cross-team collaboration. This role requires strong technical expertise, problem-solving abilities, and the ability to diagnose and solve systemic issues effectively. Travel up to 25%.
IT Service Desk Technician Responsibilities
No calls or agencies please.
Atlas Roofing Corporation, a privately owned company, established in 1982, is an international and multi-divisional manufacturer of roofing, sheathing, facer, and insulation product solutions.
We are seeking an IT Service Desk Technician (Tier 2)for our shared services Information Technology (IT) department in the Clinton or Davenport, IA or East Moline, IL facility.
The IT Service Desk Technician (Tier 2) is responsible for handling complex IT support issues that require troubleshooting, root cause analysis, and cross-team collaboration. This role requires strong technical expertise, problem-solving abilities, and the ability to diagnose and solve systemic issues effectively. Travel up to 25%.
IT Service Desk Technician Responsibilities
- Provide second-level support for hardware, software, and network issues, including troubleshooting and resolving complex technical problems.
- Conduct root cause analysis for recurring or high-impact issues and escalate findings to the appropriate team (Service Desk Manager, Systems Administrator, or Cybersecurity team).
- Manage and prioritize incidents and service requests, ensuring timely resolution and adherence to service level agreements (SLAs).
- Maintain and troubleshoot enterprise IT
- Work with Microsoft admin center to complete tasks and resolve
- Collaborate with cybersecurity teams to report and escalate security-related concerns, such as malware incidents or unauthorized access attempts.
- Provide guidance and mentorship to Tier 1 technicians to enhance team troubleshooting
- Document solutions, trends, and recommendations to improve service desk operations and knowledge base resources.
- Identify opportunities for process improvements and contribute to the development of IT policies and
- Work closely with Systems Admins to escalate and resolve system-wide configuration
- Hands-on experience with enterprise IT environments, including Active Directory, Intune, PDQ, and
- Experience with Microsoft Admin Center and familiarity with IT security
- Proficiency in Microsoft Windows operating systems and Microsoft
- Understanding of troubleshooting with macOS, iOS, and Android operating systems
- Knowledge of networking principles and
- Strong technical troubleshooting and problem-solving
- Ability to identify and analyze complex IT issues and escalate
- Familiarity with cyber security best practices and escalation
- Effective written and verbal communication skills, particularly in technical documentation and
- Strong collaboration skills, working closely with both internal IT teams and end-
- Ability to manage time effectively and prioritize multiple ongoing
- Associate or bachelor’s degree in information technology or a related field is preferred, or equivalent
- Certifications such as CompTIA A , Network , or Microsoft Certified Professional (MCP) are a
- Minimum of 2 years of experience in a service desk or technical support role, with experience handling escalated issues.
- Demonstrated ability to work successfully in a collaborative, team-oriented
- Atlas Roofing Corporation offers a competitive compensation and vacation/holiday package as well as a comprehensive benefits program including Medical, Dental, Vision, Life/AD&D/LTD insurance, 401k and Medical & Dependent Care Spending Accounts.
No calls or agencies please.
