IT Service Desk Tier II

Tri City Group; Davenport (IA); On-site; USD 50,000 - 75,000; Full time

Job summary

Tri-City Group in Davenport, IA is seeking a customer-focused IT Service Desk Tier II Technician to provide advanced technical support and maintain a smooth IT environment. You will troubleshoot complex issues, manage incidents, and assist with software, hardware, and remote support.

The role emphasizes user-centered service, strong communication, and collaboration with IT teams to drive continuous improvement while ensuring security best practices and accurate documentation.

Qualifications

• Degree in CS/IT preferred but not required; hands-on experience accepted.
• 2–3 years IT support with a focus on Tier 2 assistance.
• Proficiency in Windows and macOS operating systems.
• Strong knowledge of servers, networking, and Microsoft 365.
• Familiarity with ITIL processes and incident management tools.

Responsibilities

• Advanced troubleshooting of complex issues escalated from Tier 1.
• Incident management to ensure timely resolution and SLAs.
• Provide end-user support and guidance on IT resources.
• Assist with software installations and configurations.
• Diagnose and repair hardware issues; coordinate warranty work.
• Document solutions and contribute to the knowledge base.
• Provide remote support across locations using desktop tools.
• Collaborate with IT teams and participate in cross-functional projects.
• Stay informed on security best practices and educate users.

Skills

IT support

Tier 2 support

Windows

macOS

Microsoft 365

ITIL

Education

Bachelor's degree in Computer Science / IT or related field

Tools

Remote desktop tools

Servers

Networking

Incident management tools

Job description

Tri-City Group is currently hiring a customer-focused IT Service Desk Tier II Technician to join our team in Davenport, IA. This position provides advanced technical support to our users. Your expertise will help maintain a smooth, efficient IT environment.

Essential Duties:

• Advanced Troubleshooting: Investigate and resolve complex technical issues escalated from Tier 1 support. This includes hardware, software, network, and application-related problems.
• Incident Management: Handle escalated incidents, ensuring timely resolution and adherence to Service Level Agreements (SLAs). Collaborate with other teams when necessary.
• User Support: Provide personalized assistance to end-users, addressing their technical queries, concerns, and requests. Offer guidance on best practices and efficient use of IT resources.
• Application Support: Assist users with software installations, configurations, and troubleshooting. Familiarity with common business applications (e.g., Microsoft Office Suite) is essential.
• Hardware Maintenance: Diagnose and repair hardware issues, including desktops, laptops, printers, and peripherals. Coordinate with vendors for warranty repairs or replacements.
• Documentation and Knowledge Base: Contribute to the knowledge base by documenting solutions, workarounds, and troubleshooting steps. Share insights with the team to enhance overall support efficiency.
• Remote Support: Provide remote assistance to users across different locations. Proficiency in remote desktop tools and troubleshooting is crucial.
• Collaboration: Work closely with other IT departments to ensure seamless service delivery. Participate in cross-functional projects as needed.
• Security Awareness: Stay informed about security threats, vulnerabilities, and best practices. Assist in user education related to cybersecurity.
• Continuous Improvement: Identify areas for process improvement and contribute to enhancing the overall IT support experience.
• Other duties may be assigned, as needed.
  

Competencies:

• Critical thinking & problem solving
• Ability to research and solve issues independently
• Good interpersonal skills & collaboration
• Excellent written and verbal communication skills
• Dedication to process improvements
• Maintain accurate system documentation
• Security awareness and sound technical judgment
• Ability to manage multiple environments, tickets, and deadlines simultaneously
• Strategic awareness

Education and Experience Qualifications:

• Degree in Computer Science, Information Technology, or a related field preferred but not required; equivalent hands‑on experience in a related role will be considered in its place
• Minimum of 2-3 years of experience in IT support, with a focus on Tier 2 or advanced technical assistance
• Proficiency in Windows and macOS operating systems
• Strong working knowledge of servers, networking, and Microsoft 365
• Familiarity with ITIL processes and incident management tools
  

Preferred Qualifications:

• Experience working in a SOX-compliant environment
• Microsoft, CompTIA, or Cisco certification
  

All job offers are contingent upon the successful completion of a drug screen and reference check. Tri-City Group is an equal opportunity employer.