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The Service Desk Representative II provides advanced technical support for end-user systems, resolving moderately complex technical issues and contributing to knowledge base development.
This role collaborates with information technology teams to support consistent service delivery, improve user satisfaction, and contribute to ongoing technology initiatives.
The schedule for this role is 6am - 3pm CT.
Essential Functions
• Resolves tier-one and tier-two support requests involving hardware, software, and connectivity issues.
• Performs advanced troubleshooting and root-cause analysis to reduce recurring incidents.
• Maintains service documentation, knowledge articles, and escalation procedures.
• Collaborates with information technology support teams to implement service improvements and process enhancements.
• Assists with onboarding and training new team members and users on information technology policies and tools.
• Monitors and manages ticket queues to help ensure service-level targets are met.
• Performs other duties as assigned.
• Maintains regular and reliable attendance.
• Complies with all policies and standards.
The Service Desk Representative II provides advanced technical support for end-user systems, resolving moderately complex technical issues and contributing to knowledge base development.
This role collaborates with information technology teams to support consistent service delivery, improve user satisfaction, and contribute to ongoing technology initiatives.
The schedule for this role is 6am - 3pm CT.
Essential Functions
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