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IT Service Desk Technician II

Caliber -
Lewisville, TX

Job Details

Full-time

Qualifications

Incident management software
Customer support ticket management
Mentoring
Ticketing system technical support

Full Job Description

Service Center

CSCS TX

Summary:
The Tier 2 IT Service Desk Technician is a subject matter expert who handles escalated technical issues and mentors Tier 1 agents. Tier 2s are responsible for in-depth troubleshooting, knowledge documentation, and driving permanent resolutions for recurring issues.

Essential Duties:

Own and resolve tickets escalated from Tier 1

Perform advanced troubleshooting for hardware, software, network, and system issues

Act as a knowledge source for Tier 1 agents and assist in onboarding/training

Create and maintain internal and end-user documentation and reply templates

Collaborate with Deskside Support, Infrastructure, and Applications teams for resolution

Create and manage Problem tickets where appropriate and link related incidents

Participate in major incident escalations or Sev 2/CSE management when requested

Qualifications:

2+ years of IT support experience

Strong troubleshooting and documentation skills

Familiarity with Active Directory, ticketing systems (Ivanti), VPN, and imaging tools

Ability to work independently and mentor others

Caliber uses E-Verify to confirm the identity and employment eligibility of all new hires.

Must be eligible to work in the U.S. with no restrictions.

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