Service Desk Technician II - Midwest

As a Service Desk Engineer II, you will serve as a key technical resource for our clients and service desk team, independently troubleshooting and resolving a broad range of end-user and service-impacting issues across endpoints, Microsoft 365, applications, and connectivity issues. You will also serve as an escalation point for more complex incidents, providing guidance and support to Level I colleagues. Beyond resolving tickets, you will be responsible for identifying root causes, recognizing recurring issues, maintaining accurate documentation, and contributing to continuous improvement efforts that strengthen the overall client experience. The ideal candidate is a motivated problem solver, strong communicator, and customer-focused technology professional who enjoys helping people and solving technical challenges. You should be comfortable working in a fast-paced environment, managing multiple priorities, and taking ownership of issues from initial contact through resolution or appropriate escalation. This is a remote position requiring a reliable home office environment and the ability to work independently while collaborating effectively with a distributed team. On-call availability is required. Duties & Responsibilities Independently resolve escalated Windows 10/11, Microsoft 365, Exchange Online, Outlook, Teams, OneDrive, application, printer, VPN, and RDS issues. Investigate routine Windows Server service, Active Directory, Entra ID, device enrollment, and network