Hagerty · 20 hours ago
Service Desk Technician II
Traverse City, MI
Full-time
Onsite
Entry, Mid Level
2+ years expHagerty is an automotive enthusiast brand and the world’s largest membership organization, dedicated to preserving car culture for future generations. As a Service Desk Technician II, you will provide intermediate-level technical support on-site at the Traverse City campus, mentor Level I technicians, and resolve complex IT issues. This role involves collaboration with global Service Desk teams and maintaining the internal Knowledge Base.
Auto InsuranceInsuranceInsurTech
Responsibilities
Provide Level II support for technical issues and service requests, with a focus on timely and effective resolution via ServiceNow
Respond to, and act as the primary owner for, on-site technical support needs assigned via the dedicated on-site support queue
Act as an escalation point for the Level I support team, offering mentorship and guidance to resolve recurring or advanced issues
Perform administrative and system-level tasks that require access unavailable to the Level I team, including troubleshooting and resolving more complex problems
Assist with ensuring internal Knowledge Base dependability, providing feedback or suggestions for new documentation to the Knowledge Management team as needs are identified
Maintain ownership and follow-up of assigned incidents and request backlog, ensuring SLAs are met alongside scheduled team meetings, trainings, and troubleshooting appointments
Collaborate with internal support teams to review, escalate, and resolve issues requiring multiple team dependencies
Assist with hardware and software deployment, setup, and configuration as needed for on-site users
Qualification
Required
2-4 years of experience in IT support or Service Desk environments
Strong troubleshooting and self-starting abilities, demonstrating comfortability researching new problems for potential fixes
Ability to mentor and collaborate with junior team members, providing guidance and support to the Level I team
Familiarity with ServiceNow or similar IT service management platforms
Strong written and verbal communication skills, with the ability to work effectively in a fast-paced environment
Familiarity with Active Directory, Microsoft Azure, remote desktop support tools, and common network troubleshooting concepts
Experience with IT systems that require administrative access
Ability to work onsite M-F and provide in-person support as needed
Ability to participate in on-call rotation for off hour urgent technical needs
Preferred
Familiarity with public company requirements, including Sarbanes Oxley and key regulations, if applicable
Company
Hagerty
Hagerty was built by people who love cars. We began as a niche insurance agency offering coverage for collector cars.
1001-5000 employees
H1B Sponsorship
Hagerty has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (3)
2022 (2)
2021 (1)
2020 (2)
Funding
Current Stage
Public CompanyTotal Funding
$195.6M2025-08-07Post Ipo Secondary· $90.6M
2023-06-23Post Ipo Equity· $80M
2023-06-23Post Ipo Debt· $25M
Leadership Team
Arjun Chowdri
Senior Vice President, Membership & Retention
Gary Chard
Senior Vice President, Operations - Marketplace
Recent News
Broad Arrow Auctions
2025-07-22
Company data provided by crunchbase