Service Desk Technician II
$50,000–$55,000 year
On-siteMaryland Heights, Missouri, United States
Job Summary
Conduct comprehensive virtual troubleshooting to diagnose network connectivity issues in a Linux-based environment and identify malfunctioning equipment at client sites. Evaluate escalated tickets to develop strategic plans for on-site resolutions, collaborating with technical teams and field personnel. Take scheduled service calls with subcontractors to provide expert guidance and manage physical resolution implementation. Utilize the inventory management system to procure necessary equipment and parts, while monitoring subcontracted partner inventory for accountability. Use the ticketing system to document all actions, outcomes, and site-specific notes, and audit client documentation to identify inaccuracies. Perform accurate administrative data entry for service tickets and project status. Fulfill additional tasks as directed by Department Leadership to support overall service operations.
Required Qualifications
- Proven experience virtually monitoring, troubleshooting, and diagnosing professional network equipment (e.g., Lights-Out Management)
- Comprehensive knowledge of computer hardware, including desktops, laptops, networking equipment, and analog/IP surveillance cameras
- Proficiency with Linux operating systems and command line interface
- Extensive experience in remotely installing, configuring, and managing network equipment (routers, switches, wireless radios, cameras, etc.)
- Experience with Google Workspace and Microsoft Office 365
- Exceptional problem-solving skills, with a passion for hands-on technical challenges in a fast-paced work environment
- Excellent written and verbal communication skills, with active listening abilities
- Strong decision-making skills and a very detail-oriented approach to tasks
- Strong team building, customer service, and interpersonal skills
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