Tier II Support Specialist

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Published: May 7, 2024
St. Louis, MO / Hybrid
Job Type
Based on Experience


The IT Service Desk Specialist is responsible for providing phone and ticketing technical support in maintaining the company's information technology, software, hardware, and business systems. The role of Service Desk specialist is to provide proactive and reactive support for Production services, supporting all production systems running at the company. The position is responsible for supporting the agency's computing, information, and other technology systems and applications and providing user support in all locations.


  • Address support center and new service requests in priority order and tracking from request to resolution.
  • Log all calls in to the service desk incident management application system.
  • Perform software installations, upgrades, and configure customer-specific software.
  • Document all computer and network problems and resolutions for future reference.
  • Provide basic training to associates on the use of company applications and remote access software.
  • Working knowledge of computer operating systems
  • Troubleshoot technology and support problems and make recommendations for possible solutions.


  • Bachelors Information Technology preferred or
  • 2+ Years of experience in Windows, software, and endpoint support required.
  • 1-2 Years Phone Support for remote employees required.
  • 1-2 Years Troubleshooting and ticket escalations required.
  • Equivalent combination of experience and education which clearly indicates the ability to perform the essential functions of the position may substitute on a year for year basis.
  • Able to use Microsoft Office Applications.
  • Familiarity with and/or ITIL concepts or certification preferred.
  • Experience in migrations/upgrades of services, required.
  • Understanding of AD/EntraID authentication, required.
  • EntraID knowledge/SSO integration experience, required.
  • The ability to review and translate data sets/attention to detail, required.

Soft Skills:

  • Excellent communication skills
  • Ability to work largely by themselves with little day-to-day oversight.
  • Must be self-motivated, team oriented and possess strong communication and interpersonal skills.
  • Strong organizational skills, detail oriented, and self-motivated with a demonstrated ability to problem solve.
  • Strong sense of urgency and strong commitment to quality customer service is required.
  • Ability to analyze and interpret data (metrics) to improve the delivery and support of services to customers.


  • Medical, Dental, and Vision Insurance
  • 401k Plan
  • Flexible Spending Account (FSA) - Medical and Child Care expenses
  • Paid Holidays and Vacation
  • Sick Leave Allowance
  • Direct Deposit
  • Life and Disability Insurance
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