Service Desk Tech II

Overview

Responsibilities:

Job Description Summary

Job Description:

Role Overview The Service Desk Tech II (Command Centre / Level 2 Support) is responsible for supporting branch hardware refresh initiatives by delivering end-user device provisioning, configuration, validation, and post-refresh support services. The role operates within a Command Centre environment and may also be assigned Level 2 support activities based on business demand and service volume. This position plays a key role in ensuring seamless deployment of end-user computing assets while maintaining system integrity, operational continuity, and a positive end-user experience. Core Responsibilities End-User Device Provisioning & Configuration Provide end-user device provisioning services for branch hardware refresh projects, including desktops, laptops, printers, and branch-specific peripherals such as cash recycling units, thermal printers, cheque scanners, and PIN pads. Perform device pre-build activities by configuring hardware, applications, and associated network settings in accordance with established standards. Update and maintain backend systems and host configurations, including MECH, MachAdd, and TPAdmin, ensuring accuracy and compliance. Application & Peripheral Testing Execute defined testing protocols for core business applications and branch peripherals to validate functionality prior to and after deployment. Identify, troubleshoot, and resolve issues related to desktop platforms, applications, peripherals, and connectivity during refresh activities. Command Centre & Support Operations Operate as a Command Centre resource supporting branch refresh initiatives and related Level 2 support activities as required. Provide post-refresh support to end-users to ensure stability, usability, and issue resolution following hardware deployment. Handle escalations efficiently and manage customer expectations in a professional and timely manner. Service Management & Coordination Utilize ServiceNow to manage, update, assign, and track service requests, incidents, and device records. Work closely with internal teams and external partners, including branch on-site technicians, to coordinate provisioning and support activities. Ensure adherence to service processes and support workflows during high-volume or time-sensitive deployments. Technical Knowledge & Skills Experience working within a Windows desktop environment and supporting Microsoft Windows platforms and related infrastructure. Practical knowledge of troubleshooting desktop systems, enterprise applications, and network-related issues. Good understanding of network and domain technologies, including DHCP, DNS, and Active Directory. Hands-on experience using ServiceNow for IT service management activities. Professional & Behavioral Competencies Strong ability to multitask and prioritize competing deliverables in a dynamic, operational environment. Demonstrated customer service orientation with the ability to interact effectively with end-users and stakeholders. Good interpersonal and communication skills, both written and verbal. Ability to collaborate effectively within a team-based environment. Strong analytical and problem-solving skills to diagnose and resolve technical issues. Experience & Qualifications 57 years of experience working in an IT environment and/or a degree in Computer Science, Engineering, Information Systems, Mathematics, or Business. Preferred Certifications/Knowledge Microsoft Certified: Endpoint Administrator Associate Microsoft Certified: Windows Client ITIL 4 Foundation CompTIA Network&plus CompTIA A&plus

Qualifications

Functional/Technical Skills