IT Service Desk Specialist 2

About the role

The IT Service Desk Specialist 2 provides first‑level triage, troubleshooting and remote assistance for Dexcom employees worldwide. You will help users resolve computer, peripheral and software issues while maintaining service‑level agreements and supporting IT projects.

Key responsibilities

• Screen, assess and diagnose internal IT inquiries and work requests.
• Provide remote assistance for computer systems, peripherals, operating systems and web browsers.
• Track, report and document recurring problems.
• Maintain the internal helpdesk system, including server maintenance, backups and user credentials.
• Ensure SLA compliance and create/update IT notifications, diagrams, procedures and support documentation.
• Assist with project planning, system rollouts, compliance and security testing.
• Coordinate user notifications for project and maintenance activities.

Required profile

• Ability to perform first‑level triage and troubleshooting.
• Strong communication skills to guide users and improve their confidence.
• Attention to detail for tracking incidents and maintaining documentation.
• Capability to work within SLA parameters and support project initiatives.

Required skills

• Server maintenance
• Backup management
• User credential administration
• IT ticketing/helpdesk system usage