Service Desk Technician II

JOB DESCRIPTION

Job Title:

Service Desk Technician II

Reports To:

Service Desk Manager

Salary Range:

$55,000 - $65,000

Classification:

Nonexempt – Hourly – FT

Locations:

Orlando, FL | Remote (30 miles within zip code 32801 for onsite client visits)

SUMMARY

​The Service Desk Technician II handles escalated support requests for LEK Technology Consultants' clients, performing advanced troubleshooting and problem resolution for hardware, software, and network issues. This mid-level position requires deeper technical knowledge and the ability to provide effective solutions for more complex client issues, assisting Tier 1 staff and working closely with Tier 3 for high-level escalations.

ESSENTIAL JOB FUNCTIONS

·        Take ownership of escalated tickets from Tier 1, resolving issues within defined SLA timelines.

·        Troubleshoot issues with system applications, servers, and networking, including VPN, firewall settings, and AD (Active Directory) configurations.

·        Deploy and configure desktops, laptops, and peripherals, including OS installations and updates.

·        Document resolutions and ensure ticketing system is up-to-date and detailed.

·        Assist Tier 1 technicians with difficult cases, providing guidance and support as needed.

·        Communicate with clients to keep them updated on the progress of their requests.

·        Participate in on-call rotation as needed for after-hours support.

·        Assist in creating SOPs (Standard Operating Procedures) for handling recurring technical issues.

·        Collaborate with vendors for resolving escalated hardware or software issues.

CORE COMPENTENCIES

Advanced Problem Solving: Skilled in diagnosing and resolving escalated hardware, software, and networking problems.

Strong Troubleshooting and Root-Cause Analysis Skills: Ability to quickly and accurately identify the underlying cause of problems and determine effective solutions.

System Administration: Knowledge of Active Directory, user management, group policies, VPN configurations, and system deployments.

Client Communication: Clear and frequent updates to clients about ticket status and resolution timelines.

Ability to Prioritize Tasks: Capacity to evaluate tasks based on urgency and importance, and then systematically address them according to a defined order of priority.

Multitasking: Ability to handle more than one task at a time, ensuring that each is completed accurately and on time.

PHYSICAL DEMANDS

• Remote Work: Employees must have a suitable, quiet home workspace with reliable internet, minimal distractions, and reside within 30 miles of zip code 32801 in Orlando, FL, for onsite client visits.
• Must be comfortable working at a desk for prolonged periods, including extensive computer use.
• Must be able to lift up to 50 pounds at times.
• May be required to work on-call or long hours in case of emergencies.

QUALIFICATIONS

Education: Associate’s degree or higher in Computer Science, Information Technology, or related field; or equivalent experience.

Experience: 2-4 years in IT support or help desk roles, with experience in a managed service provider environment preferred.

Certifications: CompTIA Network , Microsoft Certified Solutions Associate (MCSA), or similar is preferred.

Knowledge, Skills, and Abilities:

·        Advanced knowledge of operating systems (Windows, macOS) and networking (VPN, DNS, DHCP).

·        Advanced knowledge of network fundamentals, such as TCP/IP, DNS, DHCP.