Service Desk Technician II

Job Summary

Supporting enterprise IT operations, the full-time Service Desk Technician II will provide technical assistance to end users, troubleshoot workstation and application issues, and manage ServiceNow tickets in a primarily remote role with occasional onsite support at UNICOR facilities.

Key Responsibilities

• Provide Tier I and Tier II technical support to end users, troubleshooting hardware, software, and peripheral issues
• Respond to and resolve incidents and service requests submitted through ServiceNow, ensuring timely updates and adherence to service levels
• Develop and maintain documentation, including knowledge base articles, standard operating procedures, and user training materials

Required Qualifications

• US Citizen and eligible for government clearances
• 4+ years of IT Help Desk, Desktop Support, or User Support experience
• CompTIA A+ certification
• Experience supporting Microsoft Windows operating systems and end-user devices
• Familiarity with ticketing systems such as ServiceNow