Service Desk Technician Tier II

Position Description

The Service Desk Technician Tier II is an experienced technician who resolves complex, escalated issues and serves as a technical resource for Tier I technicians. In addition to advanced ticket work, this role trains and mentors Tier I technicians, owns key documentation and process improvements, contributes to IT projects, and holds elevated responsibilities that require sound judgment and reliability.

Duties/ Responsibilities

• Serving as an escalation point for complex or unresolved technical issues escalated from Tier I technicians
• Supporting the onboarding and offboarding of Trew teammates, including advanced account provisioning and deactivation in Microsoft 365 and Active Directory
• Diagnosing and resolving advanced hardware, software, and network issues requiring deeper technical expertise
• Training and mentoring Tier I technicians on troubleshooting techniques, tools, and best practices
• Serving as a go-to technical resource for Tier I technicians on complex issues and edge cases
• Reviewing and approving software installation and access requests in accordance with company policy
• Managing and administering the employee badge and access control system
• Partnering with the Infrastructure team on higher-risk tasks that require elevated system access
• Leading or contributing to IT projects, including system upgrades, migrations, and process improvements
• Identifying opportunities to improve IT procedures and recommending enhancements and documenting knowledge base articles
• Logging, tracking, and updating tickets in the incident management system, with clear documentation of resolutions
• Providing hands-on technical support for IT-related issues on the shop floor and in manufacturing areas
• Traveling to other States as necessary to maintain IT projects in other manufacturing areas
• Takes part in after hours on-call rotation
  
  

Required Skills/ Abilities

• Advanced knowledge of Microsoft 365, Active Directory, and enterprise IT systems
• Strong troubleshooting skills across complex hardware, software, and network environments
• Ability to train, mentor, and support the development of less experienced technicians
• Sound judgment and reliability in evaluating and approving requests that carry operational or security risk
• Strong organizational skills, with the ability to manage documentation and project work alongside daily ticket support
• Excellent verbal and written communication skills, with the ability to work effectively across teams and with individuals at all levels
  
  

Education & Experience

• 4+ years of experience as a Service Desk Technician or similar Tier I support role, with a demonstrated track record of resolving escalated issues
• BS/BA in IT, Computer Science or relevant field
  
  

Work Environment This is primarily a desk-based role, requiring extended periods of sitting and computer use. While the role is mainly desk-based, mobility within the office, manufacturing facility and customer sites may be required for meetings and interactions with colleagues.

Physical Requirements Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times. Ability to traverse office, manufacturing facility and customer sites.

Trew EEO Statement

Trew and its companies are an equal opportunity employer. Applicants will be considered for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.

Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.