Tier 2 Service Desk Technician

Tier 2 Service Desk TechnicianPella, IAPosition OverviewThe 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 ResponsibilitiesTechnical Support & Issue ResolutionServe as the primary escalation point for Tier 1 for complex or unresolved incidents.Diagnosing and resolving issues related to: - Windows & macOS operating systemsHardware (PCs, mobile devices, printers, peripherals)MFA, SSO, identity managementMicrosoft 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 & CommunicationProvide 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 OperationsDocument 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 & CollaborationIdentify 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.QualificationsRequired5+ 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 Have4-year IT degree or equivalentCertifications 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 CompetenciesCustomer 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.