Service Desk Representative II

CHS Corporate; United States; On-site; USD 52,000 - 76,000; Full time

Job summary

CHS Corporate seeks a Service Desk Representative II to deliver advanced technical support for end-user systems, addressing moderately complex issues and contributing to knowledge base content. You will troubleshoot hardware, software, and connectivity problems while documenting solutions for future reference.

As part of the IT team, you will collaborate with service delivery and incident-management processes, assist with onboarding and training new users, monitor ticket queues to meet SLAs, and

Qualifications

• HS Diploma or GED is required.
• Associate degree or higher in Information Technology, Computer Science, or a related field preferred.
• 3-5 years of experience in an IT service desk, technical support, or a related role required.

Responsibilities

• Resolves tier-one and tier-two support requests involving hardware, software, and connectivity issues.
• Performs advanced troubleshooting and root-cause analysis to reduce recurring incidents.
• Maintains service documentation, knowledge articles, and escalation procedures.
• Collaborates with information technology support teams to implement service improvements and process enhancements.
• Assists with onboarding and training new team members and users on information technology policies and tools.
• Monitors and manages ticket queues to help ensure service-level targets are met.
• Performs other duties as assigned.
• Maintains regular and reliable attendance.
• Complies with all policies and standards.

Skills

Troubleshooting

Prioritization

Communication

ITSM & incident mgmt

Collaboration

Education

HS Diploma/GED

Associate degree in IT/CS or related

Job description

Job Summary

The Service Desk Representative II provides advanced technical support for end-user systems, resolving moderately complex technical issues and contributing to knowledge base development. This role collaborates with information technology teams to support consistent service delivery, improve user satisfaction, and contribute to ongoing technology initiatives.

Essential Functions

• Resolves tier-one and tier-two support requests involving hardware, software, and connectivity issues.
• Performs advanced troubleshooting and root-cause analysis to reduce recurring incidents.
• Maintains service documentation, knowledge articles, and escalation procedures.
• Collaborates with information technology support teams to implement service improvements and process enhancements.
• Assists with onboarding and training new team members and users on information technology policies and tools.
• Monitors and manages ticket queues to help ensure service-level targets are met.
• Performs other duties as assigned.
• Maintains regular and reliable attendance.
• Complies with all policies and standards.

Qualifications

• H.S. Diploma or GED required
• Associate Degree or higher in Information Technology, Computer Science, or a related field preferred
• 3-5 years of experience in an IT service desk, technical support, or a related role required

Knowledge, Skills and Abilities

• Strong technical troubleshooting skills across multiple device types and platforms.
• Ability to prioritize, manage, and resolve moderately complex user issues.
• Excellent written and verbal communication skills.
• Strong knowledge of information technology service management and incident management practices.
• Strong collaboration skills and commitment to user satisfaction.