The posting
The Dolese Promise is built on a foundation of integrity driven by our passion for quality, safety, and reliability. We are one of Oklahoma's most respected employee-owned companies because of our people and our values. We strongly believe in positively impacting our communities through our products, our actions, and our financial support.
Being a part of the Dolese team affords a unique opportunity to join an organization that rewards its owners through profit sharing. Our employees are one of our most important resources, which is why we promise to deliver.
Dolese Delivers:
- Stable Foundation
- Treat with Respect
- Safe Environments
- Employee Focus
Job Summary:
This position works directly with our Technology Services teams and serves as a Tier 2 Service Desk support role. The position is responsible for resolving escalated incidents and service requests, performing advanced troubleshooting, supporting endpoint and application issues, improving ticket quality, and helping reduce repeat issues through documentation and process improvement. Tier 2 Technicians provide accurate escalations, mentor Tier 1 personnel, contribute to knowledge articles, follow ITIL best practices, and work with specialist teams to improve service delivery.
Key Responsibilities / Essential Functions:
- Receive, review, and resolve escalated incidents and service requests from Tier 1.
- Perform advanced troubleshooting for Microsoft 365, Workstations, other hardware, and business applications.
- Endpoint troubleshooting, software installation, device replacement, workstation refreshes, and application deployment activities.
- Assist with SCCM, Intune, Autopilot, Active Directory, remote support tools, and other approved endpoint or support platforms as assigned.
- Perform account, access, and security-related support tasks, including MFA troubleshooting, group membership review, role-based access requests, and escalation of access issues when needed.
- Support IT/OT intake and triage by reviewing issue details, validating basic checks, documenting business impact, and routing issues to the correct specialist team.
- Provide timely user communication through ticket updates, phone calls, email, and other approved channels.
- Maintain precise ticket documentation with troubleshooting steps, root cause notes where known, resolution details, affected assets, and escalation history.
- Coach and assist Tier 1 technicians with troubleshooting steps, ticket quality, knowledge article use, and escalation readiness.
- Create, update, and recommend knowledge articles, playbooks, and standard support procedures to improve first-contact resolution and reduce repeat issues.
- Identify recurring issues, process gaps, escalation patterns, or automation opportunities and share recommendations with the Service Desk team.
- Coordinate with Infrastructure, Applications, OT, Field Support, Endpoint Provisioning, Mobility, ITSM, and other specialist teams to resolve escalated issues.
- Follow documented procedures, service desk playbooks, change expectations, and support boundaries to ensure consistent and safe service delivery.
- Assist with service improvement initiatives, endpoint lifecycle work, asset updates, and support standardization as assigned.
Experience / Education / Skill:
- Previous experience in an IT Help Desk, Service Desk, desktop support, field support, or similar technical support role required. 2+ years preferred.
- A+ Certification preferred; Network+, Microsoft 365, Windows, Intune, or ITIL Foundation knowledge is a plus.
- Strong working knowledge of Windows 10/11, Microsoft 365, Outlook/OWA, Teams, printers, peripherals, VoIP phones, endpoint hardware, and common business applications.
- Experience with Active Directory, SCCM/MECM, Intune, Autopilot, remote support tools, ticketing systems, and endpoint troubleshooting preferred.
- Basic understanding of networking concepts, including IP addressing, DNS, DHCP, VPN, Wi-Fi, cabling, and connectivity troubleshooting.
- Ability to perform structured troubleshooting, isolate symptoms, test solutions, document findings, and escalate with complete information.
- Ability to mentor Tier 1 technicians and promote consistent ticket documentation, communication, and process adherence.
- Strong customer service, communication, listening, and follow-up skills.
- Strong attention to detail and ability to prioritize multiple escalated requests.
- Ability to create and improve knowledge articles, support notes, and repeatable procedures.
- Self-starter with a sense of urgency, professionalism, ownership, and willingness to communicate openly with the team.
- Willingness to learn Service Desk specialization areas such as IT & OT Support, Endpoint Provisioning, Mobility, ITSM & Automation, CX & Communications, Asset Management, or Field Support.
PHYSICAL REQUIREMENTS:
- Lift, push, or pull objects of various dimensions up to 30 lbs. of weight frequently.
- Ability to perform 80% sedentary work and tolerate prolonged standing, sitting, and walking.
- Ability to repeatedly balance, bend from the trunk, crawl, kneel, push, and pull objects.
- Ability to use hands and fingers to handle or feel.
- Ability to verbally communicate, hear, and have specific vision abilities, including close vision, distant vision, color vision, depth perception, and the ability to adjust focus.
EEO Statement:
We consider applicants for all positions without regard to race, color, religion, sex, national origin, age, genetics, marital or protected veteran status. Dolese provides 'reasonable accommodations' to qualified individuals with disabilities in accordance with the American with Disabilities Act and applicable state and local laws. If you need a reasonable accommodation in order to complete the application process please contact the Human Resources Director.
