Tier II Service Desk Specialist - Altec resource group

Key Responsibilities

• Diagnose and resolve complex technical issues reported by end users via phone, email, or in-person interactions.
• Provide on‑site support for hardware, software, and network problems, ensuring minimal downtime.
• Utilize ServiceNow to log, track, and close tickets, maintaining accurate documentation and status updates.
• Collaborate with Tier I staff and cross‑functional teams to troubleshoot and resolve escalated incidents.
• Maintain and update knowledge base articles, troubleshooting guides, and best‑practice documentation.

Requirements

• 3+ years of experience in a Tier II or equivalent technical support role.
• Hands‑on experience with ServiceNow or similar ticketing systems.
• Excellent problem‑solving skills and the ability to communicate complex technical information clearly.
• Strong customer‑service orientation and a proactive, solution‑focused mindset.