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# IT Service Desk Support Specialist II - IT Shared Services | Full-Time

- **Company:** The Staff Pad
- **Location:** Helena, MT, United States
- **Experience:** Starter
- **Contract:** Permanent contract
- **Skills:** Microsoft Access, Active Directory, BASIC (Programming Language), Desktop Computing, Traceroute, Virtual Private Networks (VPN), Microsoft Software, Ping (Networking Utility), Remote Desktop Services, Remote Service Software, Diagnostic Tools, EHR Systems, Peripherals, Computer Equipment, Information Technology, Laptops, Server Operating Systems & Platforms
- **Published:** November 3, 2026
- **Apply:** https://www.dice.com/job-detail/a7e388e8-b793-4568-be7b-ed71d82bea95

## About the Role

* High school diploma or equivalent required; associate's or bachelor's degree in IT, computer science, or a related field preferred
 * CompTIA A+ certification preferred; ITIL Foundation certification a plus
 * One to two years of help desk or customer service experience preferred
 * Experience with Microsoft products, VPNs, endpoint management, remote support tools, EHR platforms, and ITSM systems preferred
 * Knowledge of computer hardware, including desktops, laptops, printers, mobile devices, and peripherals
 * Working knowledge of desktop operating systems and basic server environments
 * Understanding of ITIL principles, particularly incident and service request management
 * Familiarity with diagnostic tools such as remote desktop software, ping, tracert, and basic Active Directory tools

Additional Skills and Attributes

 * Excellent written and verbal communication, interpersonal, and active listening skills
 * Strong technical documentation skills

## Description

The Service Desk Support Specialist provides timely, professional technical support to help users perform business and clinical tasks by prioritizing, troubleshooting, documenting, and resolving technical issues while meeting service level agreement (SLA) expectations

Schedule: Full-Time

What You'll Do

In this role, you'll provide advanced technical support for complex hardware, software, access, connectivity, and application issues, independently troubleshoot problems across multiple systems, and collaborate with technical teams to resolve issues without established procedures, in addition to performing Level I responsibilities

 * Manage escalated tickets from Level I, providing guidance or taking ownership of resolution
 * Troubleshoot complex hardware, software, access, connectivity, and application issues
 * Independently diagnose issues and coordinate escalations to infrastructure, applications, or other technical teams as needed
 * Document resolutions and develop knowledge base articles to address recurring issues and knowledge gaps
 * Resolve complex customer concerns and challenging interactions
 * Identify recurring issue trends and recommend solutions
 * Support and mentor Level I staff on complex or unclear technical issues
 * Lead or contribute to smaller projects
 * Apply independent technical judgment to resolve issues beyond established procedures
 * Meet SLA targets, proactively manage tickets at risk of breach, and keep end users informed of progress