Service Desk Technician II

As a Service Desk Technician II youll act as the primary on-site technical resource for needs surfaced around our Traverse City campus. Working closely alongside the global Service Desk teams youll provide intermediate-level support to internal users handling IT inquiries and resolving issues that require administrative access. As a Level II Technician you will work closely with the Level I offshore team mentoring and supporting them in resolving common user issues while also taking on more complex tasks that require advanced troubleshooting system access or a hands-on physical presence.

Ready to get in the drivers seat Join us!

What Youll Do:

• Provide Level II support for technical issues and service requests with a focus on timely and effective resolution via ServiceNow.
• Respond to and act as the primary owner for on-site technical support needs assigned via the dedicated on-site support queue.
• Act as an escalation point for the Level I support team offering mentorship and guidance to resolve recurring or advanced issues.
• Perform administrative and system-level tasks that require access unavailable to the Level I team including troubleshooting and resolving more complex problems.
• Assist with ensuring internal Knowledge Base dependability providing feedback or suggestions for new documentation to the Knowledge Management team as needs are identified.
• Maintain ownership and follow-up of assigned incidents and request backlog ensuring SLAs are met alongside scheduled team meetings trainings and troubleshooting appointments.
• Collaborate with internal support teams to review escalate and resolve issues requiring multiple team dependencies.
• Assist with hardware and software deployment setup and configuration as needed for on-site users.

This Might Describe You:

• 2-4 years of experience in IT support or Service Desk environments.
• Strong troubleshooting and self-starting abilities demonstrating comfortability researching new problems for potential fixes.
• Ability to mentor and collaborate with junior team members providing guidance and support to the Level I team.
• Familiarity with ServiceNow or similar IT service management platforms.
• Strong written and verbal communication skills with the ability to work effectively in a fast-paced environment.
• Familiarity with Active Directory Microsoft Azure remote desktop support tools and common network troubleshooting concepts.
• Experience with IT systems that require administrative access.
• Ability to work onsite M-F and provide in-person support as needed.

Other Things to Note

• This role must be worked from onsite in our corporate offices located in Traverse City Michigan.
• Familiarity with public company requirements including Sarbanes Oxley and key regulations if applicable. For SOX compliant roles responsible for designing executing and documenting internal controls where they have been identified as owners to prevent errors in financial reporting processes and business operations. Including attestation to the completeness accuracy and compliance of all financial reporting data where applicable.

Say hello to Hagerty

Hagerty is an automotive enthusiast brand and the worlds largest membership organization. Along with being a best-in-class provider of specialty insurance for enthusiasts Hagerty is also home to the Hagerty Drivers Foundation Garage Social Hagerty Drivers Club Marketplace and so much more. Committed to saving driving for future generations each and every thing Hagerty does is dedicated to the love of the automobile.

Hagerty is a rapidly growing company that values a winning culture. We provide meaningful work for and invest in every single team member.

At Hagerty we share the road. We are an inclusive automotive community where all are welcomed valued and belong regardless of race gender age or car preference. We are united by our shared passion for driving our commitment to preserve car culture for future generations and our desire to make a positive impact in the world.

If you reside in the following jurisdictions: California Colorado District of Columbia Hawaii Illinois Maryland Minnesota Nevada New York New Jersey Ohio Rhode Island Vermont Washington or Canada please email for compensation comprehensive benefits and the perks that set us apart.

#LI-Remote