Service Desk Technician II

• 401(K) Retirement Saving Plan w/ Employer Match
• Medical, Dental & Vision insurance
• Tuition Reimbursement
• Life Insurance 
• Supplemental Medical Coverage 
• Paid Time Off 
• Parental Leave
• Paid Holidays
• Employee Assistance Program
• Flexible Spending Accounts

The Service Desk Technician II is responsible for providing Level II technical support to end users across the Company's domestic and international locations. The position diagnoses, troubleshoots, and resolves issues involving PCs, printers, peripherals, software, mobile devices, user access, endpoint security, and network connectivity. The role also ensures incidents and service requests are properly documented, prioritized, tracked, resolved, and escalated in accordance with established Information Technology procedures and service expectations.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Applications out of the geographic region for this position will not be considered.

• Responds to telephone calls, e-mails, remote support requests, and personnel requests for Level II technical support of domestic and international offices.
• Documents, prioritizes, and tracks each issue in the incident/problem management system; works within established SLAs and escalation requirements and escalates complex, recurring, unresolved, or suspected security issues as appropriate. 
• Provides desktop and network support by identifying, troubleshooting, and resolving technical problems involving Windows, Microsoft 365, Active Directory/Entra ID, MFA, VPN and remote connectivity, printers, peripherals, wireless devices, and mobile devices.
• Installs, configures, deploys, replaces, and removes equipment and software; supports endpoint management activities including device enrollment, software deployment, patching, and policy enforcement. This may include lifting equipment (PCs, printers, etc.) and boxing it for shipment or storage.
• Supports user access and endpoint security requirements, follows established cybersecurity procedures, and promptly escalates suspected security events or unauthorized access concerns.
• Participates in department rotating schedule to provide after-hours end-user support.

Reports directly to the Team Leader; does not exercise supervision over any other position. Works under general supervision and is expected to independently resolve routine and moderately complex technical issues within established procedures, standards, and escalation protocols.

• We are an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other protected characteristic as outlined by federal, state, or local laws.
• If an applicant with a disability is unable or limited in their ability to use or access our online application center as a result of their disability, they can request reasonable accommodations by sending an email to accommodations@seaboardmarine.com
• The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.
• The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.