AI-Driven Service Desk Engineer II

MegaCorp Logistics; Wilmington (NC); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) matching

Birthday celebrations

Wellness program

Annual parties

PTO & Flex holidays

Company outings

Job summary

MegaCorp Logistics is seeking a Service Desk Engineer II to resolve hardware and software issues, provide remote IT support, and develop AI-driven automations to improve service desk efficiency.

The role emphasizes user-centered service, proactive problem-solving, and clear documentation across a multi-office environment. You will work with senior IT staff to design scalable automation while ensuring security and compliance.

Qualifications

• Associate degree in IT or equivalent experience.
• 3+ years of IT-related experience.
• Experience with Windows 10/11 and Windows Server.
• Familiarity with ITSM platforms like Jira Service Management or ServiceNow.

Responsibilities

• Troubleshoot hardware and software issues across workstations, peripherals, phones, and enterprise systems.
• Provide remote support across multiple office locations.
• Analyze systems and applications to identify root causes.
• Follow SOPs and document new troubleshooting paths.
• Manage user accounts, device imaging, and system configuration.
• Maintain accurate hardware and asset inventory records.
• Communicate updates and resolutions clearly to users.
• Prioritize tickets and escalate with context.

Skills

IT support

Communication

Documentation

Problem solving

Teamwork

Education

Associate’s degree in IT or equivalent experience

Tools

Jira

Jira Service Management

Power Automate

Replit

ServiceNow

Azure

Intune

Active Directory

Job description

MegaCorp Logistics is seeking a Service Desk Engineer II to resolve hardware and software issues, provide remote IT support, and develop AI-driven automations to improve service desk efficiency.

The role emphasizes user-centered service, proactive problem-solving, and clear documentation across a multi-office environment. You will work with senior IT staff to design scalable automation while ensuring security and compliance.