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Level 2 Service Desk
Irving, TX
$22 / Hr.

Position No Longer Open

Posted 11/05/2018

Required Skills

  • Great communication skills (experience interacting with executive level team)
  • ServiceNow ticketing system experience 2 years preferred
  • Minimum 2 years of experience (Level 2 Support)
  • Windows 7 and 10, Office 2010 and 2016
  • Excellent English (written and oral) with experience in interacting with all levels of management and staff
  • Strong knowledge of Microsoft based operating systems and applications with emphasis on Windows 7 and 10, Office 2010 and 2016, and Internet Browsers
  • Excellent interpersonal skills especially communication and presentation skills
  • Proven track record of collaborative working across business units
  • Successful delivery against commitments and deadlines
  • Promotes and supports standardization and continuous improvement
  • Ability to work independently and make decisions where necessary
  • Familiarity with ITIL Incident Management Best Practices
  • Familiarity with Wintel (Windows client and server technology), networks (Cisco preferred), anti-virus, general security
  • Familiarity with Network Standards, Protocols, and Security Policies
  • Familiarity with all components of Office 365
  • Familiarity with Hardware encryption such as Wave and DDPE
  • 2 years in a customer facing role

Job Description

  •  Resolves incidents and fulfills service requests for all end users in accordance with service level targets while demonstrating the highest level of customer service
  • Provisions and maintains all end-user computing equipment, such as desktop / laptop hardware, software, and peripherals in accordance with IT operations policy and procedures
  • Escalates incidents to the appropriate IT operations resources in accordance with established procedure
  • Monitors open tickets for accuracy, urgency and problem resolution within prescribed Service Level Agreements
  • Creates and maintains document repository of fixes, installation procedures, technical tips, and
  • procedures
  • The responsibility is to provide day to day IT operational support for end-users 
  • The ideal candidate will be technically strong, but will have great communication & relationship skills, being able to communicate with all levels of management
  • On average, they will be responsible for 2-3 tickets simultaneously, being able to handle multiple of tickets at a time with a close time of 5 business days as required in their SLA’s
  • Tier 2 ticket support (Global Service Support / Remote), may be asked to help with a level 3 ticket with level 3 is at capacity
  • ServiceNow is their ticketing system they use, which is not required but preferred

Reliance One, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.


This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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1700 Harmon Road, Suite One

Auburn Hills, MI 48326


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