Position Overview
The Service Desk Technician II provides advanced technical support for GTI employees while serving as a senior member of the Service Desk organization. Reporting to the Service Desk Manager, this role resolves Tier I and Tier II issues, leads local technology initiatives, mentors junior technicians, and supports infrastructure, networking, and business system projects.
The Service Desk Technician II is expected to operate independently, coordinate with Systems Administrators and Infrastructure teams, and ensure a consistent, high-quality support experience across GTI facilities.
Key Responsibilities
Service Desk Leadership
- Resolve Tier I and Tier II technical issues while serving as an escalation point for Service Desk Technician I staff.
- Monitor ticket queues and help ensure Service Level Agreements (SLAs) are achieved.
- Assist the Service Desk Manager in coordinating daily Service Desk operations.
- Mentor junior technicians and share technical knowledge.
Advanced End-User Support
- Support Windows, Microsoft 365, Outlook, Teams, SharePoint, OneDrive, VPN, printers, and business applications.
- Troubleshoot complex workstation, peripheral, and software issues.
- Coordinate with Infrastructure and Cybersecurity teams when escalation is required.
Identity & Access Management
- Provision and deprovision user accounts.
- Manage Microsoft 365 licensing, group memberships, MFA, password resets, and access requests.
- Support onboarding, transfers, and offboarding.
Device Lifecycle Management
- Image, deploy, repair, recover, replace, and inventory endpoint devices.
- Maintain hardware standards, asset records, and lifecycle documentation.
- Coordinate warranty repairs and vendor service requests.
Site Technology & Operational Support
- Support conference rooms, AV systems, printers, manufacturing workstations, scanners, badge devices, and shared technology.
- Assist with office moves, workstation installations, and local IT operations.
Project Support
- Participate in network upgrades, hardware refreshes, facility expansions, Microsoft 365 initiatives, inventory projects, and technology rollouts.
- Coordinate project tasks with Infrastructure, Digital Transformation, ERP, and other IT teams.
Documentation & Continuous Improvement
- Create and maintain knowledge base articles, SOPs, and technical documentation.
- Recommend process improvements that improve service quality and efficiency.
Requirements
Required
- 4–6 years of IT support or service desk experience.
- Strong Microsoft 365, Windows, Active Directory, and Microsoft Entra ID experience.
- Experience troubleshooting hardware, software, networking, and endpoint issues.
- Excellent customer service, communication, and organizational skills.
Preferred
- Manufacturing or multi-site support experience.
- CompTIA A+, Network+, Security+, or Microsoft certifications.
- Experience with Freshservice or another ITSM platform.
- Experience with Microsoft Intune, Apple Business Manager, or endpoint management.
Success Metrics
- High first-contact resolution and SLA compliance.
- Reduced escalations through effective troubleshooting.
- Successful completion of assigned IT projects.
- Accurate asset lifecycle management.
- High customer satisfaction scores.
- Meaningful contributions to documentation and process improvement.
Benefits & Perks
GTI Energy offers a competitive compensation and benefits package designed to support employees and their families while providing long-term career growth opportunities within a fast-growing manufacturing organization. Benefits may include:
• Medical, dental, and vision insurance• 401(k) with company match (where applicable)• Paid Time Off (PTO) and paid holidays• Sick time in accordance with state and local requirements• Company-paid life insurance and disability coverage• Career advancement opportunities within a rapidly growing organization• Exposure to advanced manufacturing, modular infrastructure, and large-scale industrial projects• Collaborative, fast-paced environment with strong operational and engineering leadership• Employee-focused culture centered on safety, quality, accountability, and continuous improvement
Benefits eligibility and offerings may vary based on position, location, and employment classification.