Hybrid Tier II IT Service Desk Specialist

NetCov; Fort Worth (TX); Hybrid; USD 55,000 - 75,000; Full time

Job summary

NetCov is seeking a Service Desk Specialist II to provide Tier 2 support for servers, desktops, networks and applications across assigned client environments. You will join a dynamic service operations team, work with teammates to resolve incidents, and participate in on-call rotations and occasional on-site visits.

The role requires strong IT fundamentals, practical experience with Windows Server/AD, DNS/DHCP, and cloud services.

Qualifications

• Bachelor's or Associate degree in Information Technology, Computer Science, Network Administration or related field.
• 2-5 years of relevant IT experience as either a Systems Analyst, Systems Administrator, IT Specialist or similar position.
• Industry certifications e.g., CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA, or similar, are highly desirable.

Responsibilities

• Timely and effective resolution of Tier 2 server, desktop and application service requests.
• Act as a supportive technical resource for the team to ensure service needs are met.
• Develop and maintain strong relationships with your assigned client(s) and team members.
• Manage client IT systems and adhere to service level agreements.
• Assist with root-cause analysis if directed.
• Support other NetCov clients in addition to the dedicated client assignment as determined by NetCov operational need.
• Perform additional tasks and responsibilities as assigned by your manager, which may consist of duties not explicitly outlined in this job description, in alignment with the overall needs of NetCov operations.
• Ensure NetCov has updated customer documentation needed to provide best-in-class support.
• Maintain a daily 85% billable rate working tickets and answering phone calls.
• Potential for on-sites at customer offices, which would be directed by the Team Lead as the team need arises
• Real time tracking and updates of support tickets in Network Coverage’s ticketing system.

Skills

IT infrastructure

Active Directory

Windows Server

Networking (DNS/DHCP)

Cloud platforms (AWS/Azure)

Office 365

Troubleshooting

Education

Bachelor's or Associate degree in IT

Job description

NetCov is seeking a Service Desk Specialist II to provide Tier 2 support for servers, desktops, networks and applications across assigned client environments. You will join a dynamic service operations team, work with teammates to resolve incidents, and participate in on-call rotations and occasional on-site visits.

The role requires strong IT fundamentals, practical experience with Windows Server/AD, DNS/DHCP, and cloud services.