IT Service Desk Technician II -- Hybrid/Remote Support

Dominium; Dallas (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Dominium is seeking a Service Desk Technician II to resolve complex technical issues, support enterprise applications and endpoint devices, and deliver exceptional customer service. This role serves as an escalation resource for Technician I staff and covers hardware, software, mobile devices, identity platforms, and cloud services.

The position supports onsite and remote staff, contributes to security, ITSM processes, and documentation, and seeks opportunities to improve service quality through

Qualifications

• Associate degree or equivalent experience in IT.
• Certifications such as ITIL Foundation or CompTIA A+/Network+/Security+ preferred.
• 3–5 years IT support or service desk experience.
• Experience supporting Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint).
• Knowledge of Entra ID/Azure AD, Exchange Online, and user access management.
• Experience with Intune/MDM and device provisioning.
• ITSM framework experience.
• Networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Strong communication and documentation skills.

Responsibilities

• Provide Level 2 technical support for incidents and requests.
• Manage incidents through full lifecycle with timely resolution.
• Investigate recurring issues and identify root causes.
• Escalate to appropriate teams as needed.
• Maintain ticket documentation and knowledge base articles.
• Support remote and onsite employees.
• Assist with access management and MFA issues.
• Create and maintain technical documentation.

Skills

Customer service

Problem solving

Communication

Documentation

Team collaboration

Education

Associate degree in IT / related field

ITIL Foundation

CompTIA A+/Network+/Security+

Tools

Microsoft 365

Azure Active Directory

Exchange Online

SharePoint

Microsoft Intune

Job description

Dominium is seeking a Service Desk Technician II to resolve complex technical issues, support enterprise applications and endpoint devices, and deliver exceptional customer service. This role serves as an escalation resource for Technician I staff and covers hardware, software, mobile devices, identity platforms, and cloud services.

The position supports onsite and remote staff, contributes to security, ITSM processes, and documentation, and seeks opportunities to improve service quality through