IT Service Desk Specialist II

The role

The IT Service Desk Specialist II delivers entry-level to intermediate-level support to end users across the enterprise. This role diagnoses and resolves technical issues related to software, hardware, and technology infrastructure.

What you will do

• Deliver exceptional customer service during interactions
• Respond promptly to service requests and incidents
• Conduct initial problem diagnosis and troubleshooting
• Gather information using organizational and support tools
• Communicate with customers via phone, email, and chat
• Escalate complex issues and document detailed notes in the ticketing system
• Adjust priority levels based on incident criticality and SLA compliance
• Track hardware and software throughout their lifecycle
• Perform regular audits and physical inventory counts of IT assets
• Support Windows, MacOS, iOS, and iPadOS operating systems

Required qualifications

• Technical degree in information systems, computer science or related field
• 2-4+ years of information technology experience
• Supporting Windows, macOS, iOS, and iPadOS
• Knowledge of M365, Teams, SharePoint, OneDrive
• CompTIA A+
• HDI Customer Service Representative (HDI-CSR)
• Azure Fundamentals (AZ-900)
• ITIL 4 Foundation
• HDI Support Center Analyst (HDI-SCA)

About the company

Renuity is a home improvement services business headquartered in Charlotte, NC, operating across 36 states. The company focuses on trust, innovation and customer-first service.