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The Service Desk Technician II will apply proven communication, analytical, investigative, troubleshooting and problem-solving skills in addition to in-depth technical knowledge to identify, analyze, communicate and resolve incidents, problems and service requests in a timely and accurate fashion. The Service Desk Technician will provide a single point of contact for users to receive support and maintenance while ensuring the secure, stable and efficient of IT services (computing, peripherals, mobile devices, applications, data and operating systems) so that end users can accomplish business tasks and maximize the benefit of IT service investments. Support efforts are realized through use of a wide variety of remote support tools, diagnostic systems, telephone, remote support, and ITSM tools.