IT Service Desk Specialist II - Expert Tech Support

Renuity, LLC; Charlotte (NC); On-site; USD 55,000 - 75,000; Full time

Job summary

Renuity in Charlotte, NC seeks an IT Service Desk professional to deliver exceptional customer support across multiple channels and to troubleshoot incidents related to Windows, macOS, iOS, and iPadOS. You will gather information, communicate progress, and escalate issues while documenting detailed notes for escalation teams.

You will help manage asset lifecycles, track inventory, and ensure SLA adherence, collaborating with the Technology Services team to support Renuity’s nationwide growth.

Qualifications

• Technical degree in information systems, computer science or related field.
• 2-4+ years of information technology experience.
• Experience supporting Windows, macOS, iOS, and iPadOS.
• Knowledge of M365, Teams, SharePoint, OneDrive.

Responsibilities

• Deliver exceptional customer service throughout every customer interaction.
• Respond promptly to service requests and incidents with timely resolution.
• Conduct initial problem diagnosis and provide accurate troubleshooting for incidents and service requests.
• Gather information using organizational tools, customer conversations, and support tools.
• Communicate with customers through phone, email, and chat to ensure clarity and understanding.
• Escalate complex issues as needed and document notes in the ticketing system.
• Prioritize incidents per SLA and accurately categorize for logging and tracking.
• Maintain asset lifecycle management and track hardware/software through procurement to decommissioning.
• Provide OS support for Windows, macOS, iOS, and iPadOS.
• Adhere to corporate policies and act as the local Service Desk contact.
• Collaborate with Technology Services team to enhance service delivery.
• Assist in providing technology services and project support across divisions.

Skills

Windows support

macOS support

iOS/iPadOS support

M365 suite

Teams & SharePoint

OneDrive

Education

Technical degree in information systems, computer science or related field

Job description

Renuity in Charlotte, NC seeks an IT Service Desk professional to deliver exceptional customer support across multiple channels and to troubleshoot incidents related to Windows, macOS, iOS, and iPadOS. You will gather information, communicate progress, and escalate issues while documenting detailed notes for escalation teams.

You will help manage asset lifecycles, track inventory, and ensure SLA adherence, collaborating with the Technology Services team to support Renuity’s nationwide growth.