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IT Service Desk Technician II

Job

Caliber

Lewisville, TX (In Person)

Full-Time

Posted 4 days ago (Updated 1 day ago) • Actively hiring

Expires 7/15/2026

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Job Description

IT Service Desk Technician II Caliber - 2.9 Lewisville, TX Job Details Full-time 3 hours ago Qualifications Incident management software Customer support ticket management Mentoring Ticketing system technical support
Full Job Description Service Center CSCS TX Summary:
The Tier 2 IT Service Desk Technician is a subject matter expert who handles escalated technical issues and mentors Tier 1 agents. Tier 2s are responsible for in-depth troubleshooting, knowledge documentation, and driving permanent resolutions for recurring issues.
Essential Duties:
Own and resolve tickets escalated from Tier 1 Perform advanced troubleshooting for hardware, software, network, and system issues Act as a knowledge source for Tier 1 agents and assist in onboarding/training Create and maintain internal and end-user documentation and reply templates Collaborate with Deskside Support, Infrastructure, and Applications teams for resolution Create and manage Problem tickets where appropriate and link related incidents Participate in major incident escalations or Sev 2/CSE management when requested
Qualifications:
2+ years of IT support experience Strong troubleshooting and documentation skills Familiarity with Active Directory, ticketing systems (Ivanti), VPN, and imaging tools Ability to work independently and mentor others Caliber uses E-Verify to confirm the identity and employment eligibility of all new hires. Must be eligible to work in the U.S. with no restrictions.