Service Desk Specialist – 2nd Line IT Support

Convergence Networks; Yakima (WA); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401k

Job summary

Convergence Networks is seeking a Service Desk Administrator 2 to deliver high-quality IT support across networks, servers, and desktops. You will triage, diagnose, and resolve issues via phone, email or in person, and escalate complex problems to specialists when required.

The role emphasizes customer focus, teamwork, and proactive problem solving in a managed services environment. A strong foundational IT background is required, with experience in Windows and cloud services.

Qualifications

• Experience responding to IT requests via phone, email, and in person.
• Hands-on troubleshooting of networks, servers and workstations.
• Familiarity with Active Directory and MS 365 Portal.
• Knowledge of networking concepts and Group Policy.
• Experience with Windows desktop and server OS, Exchange, Office 365.
• Experience with on-site and remote support; strong communication.

Responsibilities

• Answer a high-volume of inbound calls and emails and perform initial troubleshooting.
• Resolve tickets on first contact when possible; escalate when needed.
• Maintain accurate records of communications, resolutions, and follow-ups.
• Ensure customer satisfaction with service and resolution.
• Perform other duties as assigned.

Skills

IT support

Active Directory

MS 365 Portal

Networking basics

Windows OS

Troubleshooting

Customer service

Ticketing system

On-site support

Tools

RMM software

Ticketing system

Job description

Convergence Networks is seeking a Service Desk Administrator 2 to deliver high-quality IT support across networks, servers, and desktops. You will triage, diagnose, and resolve issues via phone, email or in person, and escalate complex problems to specialists when required.

The role emphasizes customer focus, teamwork, and proactive problem solving in a managed services environment. A strong foundational IT background is required, with experience in Windows and cloud services.