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VersaTrust · 3 days ago

Service Desk Specialist II

Greenwood Village, CO

Full-time

Onsite

Entry, Mid Level

$59K/yr - $80K/yr

2+ years exp

VersaTrust is a technology solutions provider specializing in IT managed services and cybersecurity. The Service Desk Specialist II role provides Tier 2 support to clients, addressing hardware, software, network, and security issues while ensuring high levels of customer satisfaction.

Cloud ComputingInformation TechnologySecurity

Responsibilities

Timely and effective resolution of Tier 2 server, desktop and application service requests

Act as a supportive technical resource for the team to ensure service needs are met

Develop and maintain strong relationships with your assigned client(s) and team members

Manage client IT systems and adhere to service level agreements

Assist with root-cause analysis if directed

Support other NetCov clients in addition to the dedicated client assignment as determined by NetCov operational need

Perform additional tasks and responsibilities as assigned by your manager, which may consist of duties not explicitly outlined in this job description, in alignment with the overall needs of NetCov operations

Ensure NetCov has updated customer documentation needed to provide best-in-class support

Maintain a daily 85% billable rate working tickets and answering phone calls

Potential for on-sites at customer offices, which would be directed by the Team Lead as the team need arises

Real time tracking and updates of support tickets in Network Coverage’s ticketing system

Monitor and optimize client systems for efficient performance, reliability and security

Produce and update technical documentation for client systems and team training

Collaborate with the managed services team to identify client trends

Maintain clear client communication and set expectations on active support inquiries

Identify opportunities to enhance process efficiency and implement best practices

Remain updated on industry advancements and enhance technical skills

Ensure that all customer inquiries and complaints are addressed promptly and professionally

Qualification

IT infrastructure knowledgeMicrosoft operating systemsCloud systems managementTroubleshooting tools experienceNetwork connectivity designCommunication skillsOrganizational skillsActive listeningAttention to detail

Required

Expanded technical knowledge of current IT infrastructures including servers, networks, virtualization, cloud systems and security

Proficiency with Microsoft server and client operating systems, Active Directory, DNS, DHCP, VDI technologies, Exchange/Office 365 and desktop applications

Proficiency with LAN/WAN connectivity designs, firewalls, switching and wireless

Management of cloud systems including AWS, Azure and Office 365

Ability to diagnose and resolve technical issues timely and effectively

Experience with various troubleshooting tools and techniques

Strong organizational skills and ability to prioritize tasks

Excellent verbal and written communication abilities

Active listening skills to fully understand client issues and concerns

High attention to detail to ensure accurate record-keeping

Capacity to explain technical concepts and solutions to non-technical stakeholders

Bachelor's degree or Associate's degree in Information Technology, Computer Science, Network Administration or related field

2-5 years of relevant IT experience as either a Systems Analyst, Systems Administrator, IT Specialist or similar position

Preferred

Industry certifications e.g., CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA, or similar, are highly desirable