Tier II IT Service Desk Specialist - Incident & SLA Expert

International Executive Service Corps

Denver (CO)

On-site

USD 60,000 - 85,000

Full time

6 days ago

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Job summary

NuAxis Innovations in Denver, CO is seeking a Tier II Service Desk Specialist to provide on-site and remote support, diagnose problems, and manage incidents to meet SLAs. The role requires hands-on experience with ITSM tools and Windows 11/Mac environments.

We value employees who can deliver timely resolutions, document activities, and collaborate with cross-functional teams to improve service quality. This is a full-time on-site position with a focus on customer satisfaction and operational

Qualifications

At least 2 years of desk-side IT support experience.
Experience with ITSM ticketing systems (BMC Helix Remedy, ServiceNow).
Strong knowledge of Windows 11 and Mac hardware.
ITIL v4 Foundations and HDI certifications are preferred.

Responsibilities

Responds to and diagnoses problems through discussion with users and hands-on assistance.
Provides on-site support to end-users on a variety of issues.
During remote support periods, receive customer calls, emails, and self-generated tickets to initiate tickets, troubleshoot, and resolve incidents and requests.
Identifies, researches, and resolves technical problems.
Responds to tickets assigned by Tier 1.
Ensures all assigned tickets are updated and moving towards a successful resolution meeting SLAs.
Documents, tracks, and monitors tickets to ensure timely resolution.