Job Description
**Job Summary**
The Service Desk Representative II provides technical support and customer service for incident resolution and service requests. This role serves as the first point of contact for IT-related issues, including software, hardware, and network troubleshooting. Responsibilities include initial assessment, triage, research, and resolution of user-reported issues. The Service Desk Representative II collects and documents information through the ServiceNow ticketing system and escalates complex issues when necessary.
**Essential Functions**
+ Provides first-line troubleshooting and support for hardware, software, networking, and system issues, including desktops, laptops, mobile devices, printers, network connectivity, and both physical and virtual server environments.
+ Performs routine server support tasks on physical and virtual machines, including safely cycling physical servers, validating system and network connectivity, conducting disk clea...
The Service Desk Representative II provides technical support and customer service for incident resolution and service requests. This role serves as the first point of contact for IT-related issues, including software, hardware, and network troubleshooting. Responsibilities include initial assessment, triage, research, and resolution of user-reported issues. The Service Desk Representative II collects and documents information through the ServiceNow ticketing system and escalates complex issues when necessary.
**Essential Functions**
+ Provides first-line troubleshooting and support for hardware, software, networking, and system issues, including desktops, laptops, mobile devices, printers, network connectivity, and both physical and virtual server environments.
+ Performs routine server support tasks on physical and virtual machines, including safely cycling physical servers, validating system and network connectivity, conducting disk clea...