VersaTrust
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Service Desk Specialist II
role at
VersaTrust
Base Pay Range $59,000.00/yr - $80,000.00/yr
Job Description Network Coverage is a best-in-class technology solutions provider specializing in IT managed services, cybersecurity, compliance, cloud enablement, digital transformation and software development for mid-market and enterprise organizations. Our comprehensive technology solutions and operational excellence allow clients to focus on their business with the value of an end-to-end technology partner. Network Coverage believes in providing purpose to our people and that character, integrity and commitment win out. Technology is our mission, empowering and developing our team is our passion.
What The Role Is The Service Desk Specialist II role provides Tier 2 support to clients, addressing and resolving hardware, software, network and security issues, while maintaining recurring onsite commitments to static client(s). A part of a dynamic support team, this role collaborates with other support roles to ensure efficient problem resolution in a timely manner, aids in escalation management by handling lower-level escalations, and works with their Team Lead and team members across departments to help drive tactical and strategic operational items related to their assigned client(s). These contributions are key to maintaining high levels of customer satisfaction by delivering effective solutions, clear communication and setting reasonable expectations. This position is crucial for ensuring smooth and efficient operation of our clients’ IT systems.
Accountabilities
Timely and effective resolution of Tier 2 server, desktop and application service requests
Act as a supportive technical resource for the team to ensure service needs are met
Develop and maintain strong relationships with your assigned client(s) and team members
Manage client IT systems and adhere to service level agreements
Assist with root‑cause analysis if directed
Support other NetCov clients in addition to the dedicated client assignment as determined by NetCov operational need
Perform additional tasks and responsibilities as assigned by your manager, which may consist of duties not explicitly outlined in this job description, in alignment with the overall needs of NetCov operations
Ensure NetCov has updated customer documentation needed to provide best‑in‑class support
Maintain a daily 85% billable rate working tickets and answering phone calls
Potential for on‑sites at customer offices, which would be directed by the Team Lead as the team need arises
Real‑time tracking and updates of support tickets in Network Coverage’s ticketing system
Infrastructure Management and Performance Optimization
Monitor and optimize client systems for efficient performance, reliability and security
Produce and update technical documentation for client systems and team training
Collaborate with the managed services team to identify client trends
Client Communication and Continuous Improvement
Maintain clear client communication and set expectations on active support inquiries
Identify opportunities to enhance process efficiency and implement best practices
Remain updated on industry advancements and enhance technical skills
Ensure that all customer inquiries and complaints are addressed promptly and professionally
Technical Expertise Knowledge, Skills, and Abilities (KSAs) Required
Expanded technical knowledge of current IT infrastructures including servers, networks, virtualization, cloud systems and security
Proficiency with Microsoft server and client operating systems, Active Directory, DNS, DHCP, VDI technologies, Exchange/Office 365 and desktop applications
Proficiency with LAN/WAN connectivity designs, firewalls, switching and wireless
Management of cloud systems including AWS, Azure and Office 365
Problem‑Solving And Time Management
Ability to diagnose and resolve technical issues timely and effectively
Experience with various troubleshooting tools and techniques
Strong organizational skills and ability to prioritize tasks
Communication And Interpersonal Skills
Excellent verbal and written communication abilities
Active listening skills to fully understand client issues and concerns
High attention to detail to ensure accurate record‑keeping
Capacity to explain technical concepts and solutions to non‑technical stakeholders
Qualifications And Experience
Bachelor's degree or Associate’s degree in Information Technology, Computer Science, Network Administration or related field
2–5 years of relevant IT experience as either a Systems Analyst, Systems Administrator, IT Specialist or similar position
Industry certifications e.g., CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA or similar are highly desirable
Role Logistics
This is a full‑time position
Days and hours of work are Monday through Friday, 8:00 AM – 5:00 PM [9‑hour shift]
This position will require participation in a recurring predetermined on‑call rotation
This position will require travel and recurring visits to client offices up to 50% of working hours; reliable transportation is required
This position may require travel to industry events, Network Coverage office locations, and Network Coverage events where locations will vary
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Information Technology
Industries IT Services and IT Consulting
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Service Desk Specialist II
role at
VersaTrust
Base Pay Range $59,000.00/yr - $80,000.00/yr
Job Description Network Coverage is a best-in-class technology solutions provider specializing in IT managed services, cybersecurity, compliance, cloud enablement, digital transformation and software development for mid-market and enterprise organizations. Our comprehensive technology solutions and operational excellence allow clients to focus on their business with the value of an end-to-end technology partner. Network Coverage believes in providing purpose to our people and that character, integrity and commitment win out. Technology is our mission, empowering and developing our team is our passion.
What The Role Is The Service Desk Specialist II role provides Tier 2 support to clients, addressing and resolving hardware, software, network and security issues, while maintaining recurring onsite commitments to static client(s). A part of a dynamic support team, this role collaborates with other support roles to ensure efficient problem resolution in a timely manner, aids in escalation management by handling lower-level escalations, and works with their Team Lead and team members across departments to help drive tactical and strategic operational items related to their assigned client(s). These contributions are key to maintaining high levels of customer satisfaction by delivering effective solutions, clear communication and setting reasonable expectations. This position is crucial for ensuring smooth and efficient operation of our clients’ IT systems.
Accountabilities
Timely and effective resolution of Tier 2 server, desktop and application service requests
Act as a supportive technical resource for the team to ensure service needs are met
Develop and maintain strong relationships with your assigned client(s) and team members
Manage client IT systems and adhere to service level agreements
Assist with root‑cause analysis if directed
Support other NetCov clients in addition to the dedicated client assignment as determined by NetCov operational need
Perform additional tasks and responsibilities as assigned by your manager, which may consist of duties not explicitly outlined in this job description, in alignment with the overall needs of NetCov operations
Ensure NetCov has updated customer documentation needed to provide best‑in‑class support
Maintain a daily 85% billable rate working tickets and answering phone calls
Potential for on‑sites at customer offices, which would be directed by the Team Lead as the team need arises
Real‑time tracking and updates of support tickets in Network Coverage’s ticketing system
Infrastructure Management and Performance Optimization
Monitor and optimize client systems for efficient performance, reliability and security
Produce and update technical documentation for client systems and team training
Collaborate with the managed services team to identify client trends
Client Communication and Continuous Improvement
Maintain clear client communication and set expectations on active support inquiries
Identify opportunities to enhance process efficiency and implement best practices
Remain updated on industry advancements and enhance technical skills
Ensure that all customer inquiries and complaints are addressed promptly and professionally
Technical Expertise Knowledge, Skills, and Abilities (KSAs) Required
Expanded technical knowledge of current IT infrastructures including servers, networks, virtualization, cloud systems and security
Proficiency with Microsoft server and client operating systems, Active Directory, DNS, DHCP, VDI technologies, Exchange/Office 365 and desktop applications
Proficiency with LAN/WAN connectivity designs, firewalls, switching and wireless
Management of cloud systems including AWS, Azure and Office 365
Problem‑Solving And Time Management
Ability to diagnose and resolve technical issues timely and effectively
Experience with various troubleshooting tools and techniques
Strong organizational skills and ability to prioritize tasks
Communication And Interpersonal Skills
Excellent verbal and written communication abilities
Active listening skills to fully understand client issues and concerns
High attention to detail to ensure accurate record‑keeping
Capacity to explain technical concepts and solutions to non‑technical stakeholders
Qualifications And Experience
Bachelor's degree or Associate’s degree in Information Technology, Computer Science, Network Administration or related field
2–5 years of relevant IT experience as either a Systems Analyst, Systems Administrator, IT Specialist or similar position
Industry certifications e.g., CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA or similar are highly desirable
Role Logistics
This is a full‑time position
Days and hours of work are Monday through Friday, 8:00 AM – 5:00 PM [9‑hour shift]
This position will require participation in a recurring predetermined on‑call rotation
This position will require travel and recurring visits to client offices up to 50% of working hours; reliable transportation is required
This position may require travel to industry events, Network Coverage office locations, and Network Coverage events where locations will vary
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Information Technology
Industries IT Services and IT Consulting
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