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# IT Service Desk Technician II

- **Company:** CALIBER, LLC
- **Location:** Lewisville, TX, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Active Directory, Image Management, Issue Tracking Systems, Virtual Private Networks (VPN)
- **Published:** June 14, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=5a1954067b386d8e

## About the Role

Do you have experience in Ticketing system technical support?, * 2+ years of IT support experience

 * Strong troubleshooting and documentation skills

 * Familiarity with Active Directory, ticketing systems (Ivanti), VPN, and imaging tools

 * Ability to work independently and mentor others

Caliber uses E-Verify to confirm the identity and employment eligibility of all new hires.

Must be eligible to work in the U.S. with no restrictions.

## Description

The Tier 2 IT Service Desk Technician is a subject matter expert who handles escalated technical issues and mentors Tier 1 agents. Tier 2s are responsible for in-depth troubleshooting, knowledge documentation, and driving permanent resolutions for recurring issues.

Essential Duties:

 * Own and resolve tickets escalated from Tier 1

 * Perform advanced troubleshooting for hardware, software, network, and system issues

 * Act as a knowledge source for Tier 1 agents and assist in onboarding/training

 * Create and maintain internal and end-user documentation and reply templates

 * Collaborate with Deskside Support, Infrastructure, and Applications teams for resolution

 * Create and manage Problem tickets where appropriate and link related incidents

 * Participate in major incident escalations or Sev 2/CSE management when requested


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