**Job Summary**

The Service Desk Representative II provides technical support and customer service for incident resolution and service requests. This role serves as the first point of contact for IT-related issues, including software, hardware, and network troubleshooting. Responsibilities include initial assessment, triage, research, and resolution of user-reported issues. The Service Desk Representative II collects and documents information through the ServiceNow ticketing system and escalates complex issues when necessary.

**Essential Functions**

+ Provides first-line troubleshooting and support for hardware, software, networking, and system issues, including desktops, laptops, mobile devices, printers, network connectivity, and both physical and virtual server environments.
+ Performs routine server support tasks on physical and virtual machines, including safely cycling physical servers, validating system and network connectivity, conducting disk clea...