Service Desk Technician

To support a dynamic IT environment, the full-time remote Service Desk Technician II will resolve Tier 1 incidents, manage escalations, and contribute to service improvements while acting as a resource for junior team members. Key responsibilities Resolve Tier 1 incidents and service requests independently, including software, hardware, network, and account issues Act as a resource for Service Desk Technician I team members, promoting knowledge sharing and continuous improvement Perform advanced diagnosis and root-cause analysis on recurring issues and contribute to problem records Required qualifications Proven experience resolving Tier 1 tickets in an enterprise or MSP environment Strong troubleshooting and diagnostic skills across Windows, Microsoft 365, and Active Directory 1-3 years of recent experience in technology, service desk, or helpdesk support High school diploma or GED required; college degree in a relevant field preferred Certifications such as A+, Network+, or ITIL Foundation preferred