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# IT Dept - Service Support Specialist II

- **Company:** Phillips, Inc.
- **Location:** Wilmington, DE, United States
- **Salary:** $52,000.0
- **Contract:** Permanent contract
- **Skills:** Cloud Computing, Networking Basics, Citrix Systems, Windows PowerShell, Scripting, Cloud Platform System, Performance Monitor, 3-tier Architectures
- **Published:** June 19, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=e7b1cfcebc906f58

## About the Role

Do you have experience in Vendor relationship building?, * Knowledge: Expertise in multiple areas of IT (e.g., basic networking, server infrastructure, cloud productivity platforms). Strong understanding of IT Service Management (ITSM) processes.

 * Skills: Exceptional incident management and communication skills. Proficient in scripting (e.g., PowerShell) for automating desktop support tasks and diagnostics.
 * Training/Certifications: CompTIA A+ confirmed training or certification, or Microsoft Certified: Modern Desktop Administrator Associate or equivalent is highly desired.

## Description

The Service Support Specialist II is a mid-level professional responsible for advanced incident resolution, actively participating in problem management, and leading continuous improvement efforts within the Service Desk operation., * Service Desk: Lead incident coordination for major or widespread service disruptions. Act as the primary liaison between end-users and specialized IT teams (Networking, Server, Platform).

 * Incident Resolution: Own and resolve Tier 3 incidents that require specialized knowledge in areas such as virtualization client issues (e.g., Citrix), cloud platform access, or deep operating system analysis.
 * Computer Break/Fix: Serve as the SME for hardware lifecycle management, defining and validating standard PC/laptop images, managing vendor relations for repairs, and ensuring asset disposal compliance.
 * Monitoring & First Line of Support: Manage and tune proactive monitoring alerts for major IT solutions. Lead the initial triage and communication during high-severity incidents, ensuring timely stakeholder updates.
 * Continuous Improvement: Lead Problem Management efforts for recurring issues, performing root cause analysis (RCA), recommending permanent fixes, and driving implementation of corrective actions across technical teams.


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