IT Help Desk Level 2

The Service Delivery Technician II provides technical support in a professional manner to customers by researching and answering questions, troubleshooting problems, maintaining server and workstation performance, and closing tickets efficiently.

The Service Delivery Technician II is accountable for maintaining customer satisfaction through proactive communication and rapid response, and serves as a technical escalation point for complex or unresolved client tickets submitted via phone, chat, or the ticketing system. This position also acts as a resource for Service Delivery Technician I team members on advanced technical issues, with a focus on technical depth and mentorship.

• Maintains availability to receive escalated inbound calls, support tickets, and web chats.
• Interprets customers' description of problems, troubleshoots and provides solutions, summarizes and documents interactions.
• Resolves complex tickets escalated from Level I, applying advanced troubleshooting to reach resolution or route the issue to the appropriate next-level team.
• Serves as the primary point of escalation for Level I technicians, providing technical direction, mentorship, and resolution guidance on complex or unresolved issues.
• Assesses customers' technical support needs and handles/routes tickets accordingly, using documented procedures and available tools.
• Provides technical guidance by identifying problems, researching answers, following knowledge base articles, and guiding clients through corrective steps.
• Proactively writes and updates knowledge base articles.
• Reviews and approves knowledge base articles submitted by Level I technicians prior to publication.
• Achieves predetermined/specified performance goals.
• Follows designated workflows and escalation procedures while maximizing support utilization.
• Partners with the Service Desk Manager on recurring or high-impact incidents, providing root-cause input and follow-up documentation.
• Participates in Trapp internal meetings and required trainings.
• Maintains a professional image and demonstrates and adheres to all Trapp policies and procedures.
• Other duties as assigned.

Short-Term Success Metrics (First 90 Days)

During the first 90 days, technicians participate in structured onboarding focused on Trapp Technology’s internal systems, technologies, services, and processes. Success includes:

• Completing required onboarding and technical training modules
• Demonstrating proficiency with internal tools, workflows, and documentation standards
• Effectively supporting customers through ticket, chat, and phone channels under guidance
• Following escalation procedures, company policies and service delivery expectations
• Demonstrating technical readiness to support Level I technicians and handle escalated issues
• Meeting defined quality, communication, and performance expectations

• Minimum of 3+ years of technical customer support or IT help desk experience required; MSP (Managed Service Provider) experience strongly preferred.
• Demonstrates strong analytical and troubleshooting skills, with the ability to quickly isolate root causes and resolve technical issues
• Excellent communication skills, including clear and professional verbal, written, and active listening abilities
• Ability to compose grammatically accurate, concise, and well-documented notes and ticket updates
• Experience creating and maintaining technical documentation and Standard Operating Procedures (SOPs)
• Thrives in a fast-paced, technically demanding environment with shifting priorities  Proven experience administering Windows Server environments, including Active Directory (user provisioning/de-provisioning, security group management, and permissions/access control)
• Strong working knowledge of Microsoft O365 Exchange, including license management, distribution list and group creation, and access/permissions configuration
• Hands-on experience with VMware vSphere\VMM\Hyper-V for virtual infrastructure management
• Proficiency with FSLogix profile management in cloud-hosted virtual desktop environments
• Experience supporting and administering cloud-hosted virtual environments (RDS/VDI)
• Solid understanding of both Windows OS and macOS environments
• Proficiency in PowerShell, including script creation and automation for administrative tasks
• Experience with email security and threat protection platforms such as Proofpoint and Barracuda
• Familiarity with RMM/monitoring tools, specifically Atera
• Experience supporting Remote Desktop Services environments
• Working knowledge of password/credential management tools such as 1Password
• Proficient use of ticketing systems for issue tracking and resolution
• Strong technical documentation skills, with the ability to create clear, accurate SOPs and knowledge base articles
• CompTIA A+ certification, required.
• High School Diploma or GED equivalent, required.