Service Desk Technician II

Job Description 

The Support Technician II is responsible for providing advanced technical support across a wide range of systems, endpoints, and business applications. This role primarily handles escalated issues from Level 1 technicians, while also supporting incoming requests as needed to help maintain service levels. The technician is expected to troubleshoot complex issues, contribute to problem resolution, and support day-to-day service desk operations. This position also plays a key role in improving documentation, supporting deployments, and contributing to overall service quality. 

Required Skills 

• 2–4 years of experience in a Service Desk or Systems Administrator role 
• Strong troubleshooting skills across Windows environments, endpoints, and common business applications 
• Working knowledge of Windows Server, Active Directory, Group Policy, DNS, DHCP, and TCP/IP 
• Experience supporting user onboarding and offboarding, permissions, and access management 
• Experience with endpoint configuration and support 
• Ability to diagnose and resolve escalated issues across hardware, software, and connectivity 
• Strong documentation skills with clear, client-friendly notes 
• Strong problem-solving and analytical thinking 
• Strong communication and customer service skills 

Other Requirements 

• Ability to explain technical issues in plain language 
• Willingness to assist Level 1 technicians and share knowledge 
• Comfortable working in a fast-paced environment with changing priorities 
• Strong time management and ability to handle multiple tickets 
• Team-oriented mindset, collaborates well across teams 
• Physical ability to lift and move equipment up to 30 pounds 

Job Responsibilities 

• Handle Tier 2 escalations, owning issues through to resolution 
• Support incoming Level 1 requests when needed to maintain service levels 
• Troubleshoot issues across workstations, servers, applications, and networks 
• Perform user account setup, access changes, and system configuration 
• Maintain accurate, client-ready ticket documentation 
• Assist with device provisioning, deployments, and upgrades 
• Contribute to internal documentation and knowledge base articles 
• Collaborate with other teams on complex issues or projects 
• Identify recurring issues and recommend improvements 
• Follow service desk processes and SLA expectations 

Your Trusted IT Solutions Expert
Razor Technology gives you all the tools, resources, and technology you need to stay competitive, relevant, and profitable. Your fast-changing business challenges keep us focused on providing world-class technology solutions. But our desire to create trusted, long-lasting relationships keeps us focused on delivering the highest standards of service.
Keeping up with emerging technologies and trends isn’t easy—but you don’t have to do it alone. We’re with you every step of the way. We develop, implement, and support end-to-end IT solutions that simplify your infrastructure, eliminate cost, and allow you to scale on demand.
Headquartered in Philadelphia, we serve over 300 clients in the greater Northeast and Mid-Atlantic regions. Whether SMB or enterprise, our clients need help leveraging the benefits of scalable, reliable and secure IT solutions. We take the pressure off you and your IT department so you can focus on what matters most: running your business.