IT Service Desk Support Specialist II

SUMMARY

The IT Service Desk Specialist II provides technical support for corporate computing devices, end-user services, and core workplace technologies across the organization. This role is responsible for building, configuring, maintaining, and troubleshooting desktops, laptops, mobile devices, peripheral equipment, and related services for both local and remote users. The ideal candidate is comfortable working in a multicultural, fast-paced, team-oriented environment and demonstrates strong critical thinking, problem-solving, organization, communication, and documentation skills. Success in this role requires the ability to automate routine tasks, resolve complex technical issues, and contribute to continuous improvement across IT operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Prioritize and resolve incidents and service requests received by phone, email, walk-up, or ticketing system, while meeting established SLA expectations.
• Provide end-user support in person and remotely for local, remote, and traveling employees.
• Troubleshoot and resolve hardware, software, operating system, account access, connectivity, and peripheral issues.
• Coordinate with internal IT teams, business departments, and external vendors to resolve escalated or complex issues.
• Create and maintain automation for repeatable support and operational tasks where appropriate.
• Monitor, troubleshoot, and support backup and restore processes for end-user systems and related services.
• Monitor system alerts and security-related notifications, escalating issues that require immediate attention.
• Document recurring problems, identify root causes, and recommend sustainable solutions.
• Develop and maintain clear documentation, standard operating procedures, and user-facing support guidance.
• Stay current with IT security practices, technology changes, patches, and platform updates.
• Order computers and related equipment, and maintain accurate inventory records for IT assets.
• Prepare and deploy computers with required hardware, software, configurations, and user accounts as needed.
• Configure and support mobile devices and assist end users with enrollment, access, and troubleshooting.
• Support the setup, operation, and maintenance of workstations, printers, servers, and network-connected devices.
• Support peripherals and office technology such as scanners, fax devices, switches, wireless access devices, and collaboration hardware.
• Build and maintain professional working relationships that promote trust, collaboration, and a positive team image.
• Maintain regular and reliable attendance and provide on-call, emergency, or scheduled after-hours support as required.
• Maintain the flexibility to work weekends and holidays on short notice when business needs require it.
• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

SKILLS, EXPERIENCE AND REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Positive, energetic, and service-oriented attitude.
• Strong troubleshooting, analytical, and problem-solving skills.
• Proactive, dependable, and able to take ownership of issues through resolution.
• Collaborative team player with the ability to work effectively across departments.
• Excellent verbal and written communication skills with both technical and non-technical audiences.
• Ability to work independently with minimal supervision.
• Ability to manage multiple priorities, stay organized, and resolve issues efficiently.
• Commitment to continuous learning and developing deeper technical expertise.
• Excellent customer service orientation and a professional, user-focused approach.
• Strong attention to detail and documentation quality.
• Ability to work effectively in a multicultural, fast-paced, task-driven environment.
• Commitment to maintaining high ethical and professional standards.
• Experince using AI tools to improve troubleshooting, documentation, and servicd desk efficiency

EDUCATION and/or EXPERIENCE

Associate's degree in Information Technology, Computer Science, or a related field from a two-year college or technical school, or an equivalent combination of education, training, and relevant experience.

• Minimum of three years of experience in enterprise IT support, service desk operations, desktop support, or a related technical support role.
• Preferred certifications include one or more of the following:
• CompTIA A+
• CompTIA Network+
• ITIL Foundation
• Microsoft 365, Windows endpoint, or modern desktop administration certification
• Cloud platform knowledge or certification is a plus.

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos.

Ability to write clear correspondence and effectively present information in one-on-one and small-group settings to customers, clients, and employees across the organization.

• Multilingual is a plus.

REASONING ABILITY

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

PHYSICAL DEMANDS

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand and walk. Specific vision abilities required by this job include close vision, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

EQUAL OPPORTUNITY EMPLOYER

PTS Diagnostics is an Equal Opportunity and E-Verify employer. Employment decisions for all applicants and employees will be made without regard to race, color, religion,sex, sexual orientation, gender identity, genetic information, age, national origin, marital status, veteran status, disability, or other characteristics protected under local, state or federal law.

QUALITY COMMITMENT

This position requires compliance with applicable quality system and regulatory requirements. This individual adopts a "quality in everything we do" approach to all aspects of the execution of responsibilities of this position. Through vigilance, this individual remains alert to any potential compliance situations, and must report such observations to managers and the Head of Quality.

STATEMENT of OTHER DUTIES DISCLAIMER

This Job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor.