Service Desk Technician Level II
In this customer-facing role as the Service Desk Technician II, you will be responsible for supporting and growing our managed service offerings, which include cloud-based backup, infrastructure monitoring and problem remediation.
As a Level II Service Desk Technician, you’ll play a key role in supporting our customers. You’ll be the escalation point to service calls and emails, tackling common and challenging issues. Your focus? Providing top-tier customer service, making sure every interaction is a great experience. In this role, you’re not just solving technical problems, you’re creating happy customers.
As a Level II Service Desk Technician, you will become a subject matter expert in a few key accounts and serve as an escalation point for other service desk analysts. This position will provide expert level troubleshooting and technical expertise to drive high first call resolution.
Responsibilities
• Be the initial contact for complex technical problems, offering quick and efficient solutions.
• Troubleshoot and resolve hardware, software, cyber security and network-related issues for clients.
• Monitor, manage, and prioritize service tickets to meet established service level agreements (SLAs).
• Collaborate with team members and other departments to address complex technical problems and ensure resolution.
• Provide remote and on-site support as needed, ensuring minimal disruption to client operations.
• Document issue resolutions and create knowledge base articles to improve support efficiency.
• Assist with the setup, configuration, and maintenance of IT systems, equipment, and software.
• Participate in continuous improvement initiatives to enhance service delivery and operational efficiency.
• Maintain clear and professional communication with clients throughout the support process.
Preferred Qualifications and Experience
• 4+ years of experience in a Service Desk or IT support role. Strong troubleshooting skills across hardware, software, and network environments.
• Reliable transportation to Arraya’s office and if needed to our clients.
• Proficiency in Windows and macOS operating systems, as well as common business applications.
• Familiarity with basic networking concepts, such as TCP/IP, DNS, and VPN.
• Familiarity with Active Directory/Microsoft Entra
• Experience with Intune a plus
• Experience with ticketing systems and remote support tools.
• Exceptional customer service and communication skills.
• Ability to manage multiple priorities and adapt to a fast-paced environment.
Education
• High school diploma or equivalent
• Contain at least 2 Industry certifications such as CompTIA A+, Network+, or equivalent.
Position Type and Expected Hours of Work
• Full-Time
• Hybrid, up to 4 days in the office
• 40 hours per week
• Monday through Friday
• The hours may vary between 7am and 7pm EST.
• One weekend shift rotation is required every four to six weeks, with a day off given in return.
• Potential to travel to customer sites within driving distance of office
Working Conditions and Physical Requirements
• Prolonged periods of being in a stationary position while working on a computer
• Must be able to move and/or lift up to 40 pounds at times
• Must be comfortable operating a computer and/or other office productivity machinery
At Arraya, we firmly believe that people are our most valuable asset, and we’ve created a workplace that embodies this belief. Our senior leadership is actively involved in daily operations, collaborating closely with our committed teams to take a hands-on role in realizing our shared objectives.
Our team consists of a diverse group of tech enthusiasts, each bringing a wealth of industry knowledge and expertise to the table.
If you want to work in an exciting, fast-paced environment with an opportunity for learning and development, please reach out to us today! Please send your resume and cover letter to hiring@arrayasolutions.com or CLICK HERE to apply!