IT Service Desk II

Deliver advanced technical support for hardware, software, operating systems, mobile devices, printers, collaboration tools, and enterprise applications across the US Cold network. Manage incidents and service requests through their full lifecycle, ensuring accurate documentation, communication, and adherence to service level expectations. Troubleshoot and resolve endpoint, workstation, network connectivity, and application issues with minimal business disruption. Escalate complex technical issues to appropriate IT teams or vendors while maintaining ownership through resolution. Configure, deploy, maintain, and support desktops, laptops, mobile devices, peripherals, and related endpoint technologies. Support Microsoft 365 services, Active Directory, Intune, Azure, Exchange, and associated user administration activities. Assist with installation, maintenance, and operational support of network and infrastructure services. Support onboarding activities including equipment deployment, workstation setup, and user orientation to technology resources. Create and maintain knowledge base articles, technical documentation, and operational procedures. Mentor Service Desk Level I technicians through knowledge sharing and troubleshooting guidance. Identify recurring issues, automation opportunities, process improvements, and ticket reduction strategies. Collaborate with vendors and service providers to resolve technology issues and improve service reliability. Participate in on-call, after-hours, holiday, or shift support rotations when required. Travel occasionally to US Cold facilities to support projects, deployments, and onsite technical initiatives.