IT Service Desk Technician II

Rochester Electronics, LLC offers an onsite IT role with strong support resources and a technology-heavy environment. You will help on-site and remote employees keep work moving by resolving Tier 2 service desk issues, improving recurring problems, and contributing to clear documentation. The position is full-time at the Newburyport campus, with some coverage at Portsmouth, and standard hours of 8:00 a.m. to 5:00 p.m. (flexibility as needed). The hourly range is $22 to $31.

What you’ll do

• Deliver customer-focused Tier 2 support with a positive, solution-driven approach for complex technical issues.
• Manage, research, and resolve tickets promptly, documenting troubleshooting steps and outcomes.
• Maintain detailed knowledge by recording resolutions in the Knowledgebase.
• Prioritize high-severity problems to reduce downtime and coordinate escalations with IT colleagues.
• Identify root causes and implement solutions to help prevent repeat incidents.
• Communicate progress, trends, and potential issues to the IT Customer Service Support Manager.
• Improve service delivery by documenting new procedures and recommending enhancements.
• Stay responsive through ServiceNow, Trello, email, and Teams.
• Support end-user hardware, software, printers, and conference room technology, including repairs, updates, and installations.
• Train users and provide documentation for software and hardware usage.
• Configure and deploy PCs for new hires and replacements, with SmartDeploy and Intune experience preferred.
• Set up and support RingCentral accounts and conduct new hire technology orientations.
• Support conference room setups, with Logitech Tap experience a plus.
• Track and manage IT equipment inventory and coordinate replenishment as needed.
• Handle urgent after-hours issues when required, attend meetings, and participate in departmental projects.

Required qualifications

• Associate degree in computer science, business, or equivalent technical training/certification.
• Minimum three years of Service Desk Support experience with formal ticketing and SLA tracking.
• Proficiency with Microsoft Windows, Active Directory, VPN, and MFA; knowledge of DNS, DHCP, and file services.
• Familiarity with mobile device support (iPhone/Android), including Outlook and MAPI integration.
• Strong troubleshooting, problem-solving, and communication skills with attention to detail.
• Experience with Excel and reporting tools for KPI and metric analysis.
• Demonstrated professionalism, teamwork, and the ability to handle pressure during escalations.
• Ability to lift and carry up to 50 lbs.

Benefits

• Outstanding low-cost medical, dental, vision, and prescription drug coverage (Rochester Electronics pays 92% of premiums for full-time employees).
• Paid time off including vacation, sick, and holiday.
• Generous match 401K program.
• Tuition reimbursement.
• Flexible spending account.

Tech stack you’ll work with

The environment includes ServiceNow (supported by Netrix LLC 24x7 Service Desk), Trello, Teams, ServiceNow ticketing, SmartDeploy, Intune, Microsoft Entra, Windows 11, Office 365, Teams Rooms, and Active Directory with VPN and MFA.

You will also support imaging and endpoint deployment, remote access, and conferencing tooling such as Logitech Tap (plus) and RingCentral, along with printers from HP, Brother, Intermec, and Zebra. Monitoring includes SolarWinds, and voice systems include Avaya VoIP. The broader environment includes servers and network infrastructure with Aruba and Juniper.

Work location and schedule

This full-time, onsite role is based at the Newburyport campus, with some support at the Portsmouth location. Standard hours are 8:00 a.m. to 5:00 p.m. with flexibility as needed.