Posted:
6/11/2026, 11:37:41 PM
Location(s):
Lewisville, Texas, United States ⋅ Texas, United States
Experience Level(s):
Junior
Field(s):
IT & Security
Service Center
CSCS TXSummary:
The Tier 2 IT Service Desk Technician is a subject matter expert who handles escalated technical issues and mentors Tier 1 agents. Tier 2s are responsible for in-depth troubleshooting, knowledge documentation, and driving permanent resolutions for recurring issues.
Essential Duties:
Own and resolve tickets escalated from Tier 1
Perform advanced troubleshooting for hardware, software, network, and system issues
Act as a knowledge source for Tier 1 agents and assist in onboarding/training
Create and maintain internal and end-user documentation and reply templates
Collaborate with Deskside Support, Infrastructure, and Applications teams for resolution
Create and manage Problem tickets where appropriate and link related incidents
Participate in major incident escalations or Sev 2/CSE management when requested
Qualifications:
2+ years of IT support experience
Strong troubleshooting and documentation skills
Familiarity with Active Directory, ticketing systems (Ivanti), VPN, and imaging tools
Ability to work independently and mentor others
Caliber uses E-Verify to confirm the identity and employment eligibility of all new hires.
Must be eligible to work in the U.S. with no restrictions.
Website: https://caliber.com/
Headquarter Location: Copenhagen, Hovedstaden, Denmark
Employee Count: 51-100
Year Founded: 1997
IPO Status: Private
Industries: B2B ⋅ Business Intelligence ⋅ Market Research ⋅ Reputation ⋅ SaaS ⋅ Software