Tier II Deskside Technician, Triage

Empower AI

. Perform initial triage of incoming IT incidents and service requests received via phone, email, chat, and ServiceNow self-service portal .

Posted 9/17/2026full-timeRemote • United StatesMid-LevelSenior💰 $57,470 - $82,880 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT incident triage and service desk operations, with a strong focus on ITIL incident management practices and effective communication with end users. Capable of performing technical analysis, categorization, and routing of IT incidents while maintaining rigorous documentation standards.

Highest-signal resume keywords

ITIL Incident ManagementIT Incident TriageCompTIA Security+ CertificationStrong Analytical SkillsActive Secret Security Clearance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Systems Analysis TechniquesTechnical AnalysisIncident CategorizationRouting DecisionsPattern RecognitionTroubleshootingDocumentation StandardsServiceNowEnterprise Endpoint ComputingJ6 Categorization Frameworks

Soft Skills

Customer Service OrientationClear CommunicationAttention to DetailTeam CollaborationSelf-Motivation

Tools & Technologies

ServiceNowCommon Business Applications

Certifications & Qualifications

ITIL v4 Foundations CertificationCompTIA Security+ Certification

Industry Keywords

IT Service Management PracticesDoD Compliance RequirementsHigh-Volume IT Triage EnvironmentRemote Work EnvironmentTechnical Fluency

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Perform initial triage of incoming IT incidents and service requests received via phone, email, chat, and ServiceNow self-service portal
Gather diagnostic information and determine the nature of each request
Categorize and prioritize tickets according to J6 Impact and Priority Based Incident Categorization procedures
Conduct basic Tier I troubleshooting to resolve simple issues at first contact before routing to Tier II teams
Route unresolved incidents and service requests to appropriate deskside, remote support, or specialized teams
Document triage activities in ServiceNow with accurate categorization, priority, and initial troubleshooting notes
Monitor incoming ticket queues and ensure new requests are triaged within defined response timeframes
Communicate with end users to gather information needed for triage and routing
Identify recurring issues or patterns and escalate them to the Problem Manager or team leads
Ensure routed tickets contain sufficient documentation for receiving technicians
Participate in triage process reviews and suggest improvements to routing procedures and categorization schemas

Requirements

What you’ll need

Active Secret security clearance at time of award
Demonstrated ability to independently apply systems analysis techniques and specialized technical knowledge to perform initial technical analysis, categorization, and routing of IT incidents without continuous direct supervision
Ability to exercise discretion and independent judgment in routing decisions, determining categorization and priority, and identifying patterns warranting escalation to Problem Management
Working knowledge of IT service management practices, ITIL incident and problem management, enterprise endpoint computing, common business applications, and J6 categorization frameworks
Strong analytical and problem-solving skills with demonstrated pattern recognition and routing accuracy in a high-volume IT triage environment
Strong customer service orientation and ability to communicate clearly and patiently with users of varying technical fluency
Ability to prioritize and execute tasks across multiple concurrent triage decisions in a high-pressure environment
Good written, oral, and interpersonal communication skills; ability to present information in user-friendly language and author clear handoff documentation
Ability to research PC and software issues and products
Highly self-motivated and directed; capable of operating with minimal supervision in a remote work environment
Keen attention to detail and rigorous documentation standards consistent with DoD compliance requirements
Team-oriented and skilled in working within a collaborative remote environment
Bachelor's degree in Information Technology, Computer Science, Information Systems, or related technical discipline, or equivalent combination of advanced vendor certification and directly relevant professional experience accepted in lieu of degree
5 or more years of progressively responsible professional experience in IT incident triage, service desk operations, or IT systems analysis
ITIL v4 Foundations certification
CompTIA Security+ certification