Desktop Support Technician II

About the position The Desktop Support Technician II provides advanced technical support to end users, ensuring the smooth operation of desktop systems, applications, and related technologies. This role handles escalated support issues, performs troubleshooting across hardware and software environments, and contributes to system improvements and user satisfaction. The ideal candidate demonstrates strong problem-solving skills, customer focus, and the ability to work independently on moderately complex technical issues.

Responsibilities

• Provide Tier 2 support for desktops, laptops, mobile devices, printers, and peripherals
• Troubleshoot and resolve escalated hardware, software, and network connectivity issues
• Install, configure, and maintain operating systems, applications, and workstation hardware
• Manage user accounts, access, and permissions (Active Directory, Azure AD, etc.)
• Support email systems (e.g., Microsoft Outlook, Exchange, M365) and collaboration tools
• Maintain and deploy endpoint security updates, patches, and antivirus solutions
• Document incidents, service requests, and solutions in the ticketing system
• Perform system imaging, deployments, and workstation refresh initiatives
• Collaborate with network, infrastructure, and security teams to resolve complex issues
• Provide guidance and mentoring to Tier 1 technicians
• Ensure adherence to IT policies, procedures, and service level agreements (SLAs)

Requirements

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
• 3–5 years of experience in desktop/end-user support or help desk environment
• Strong knowledge of Windows OS, Microsoft Office Suite, and general desktop software
• Experience with Active Directory, Office 365/M365, and endpoint management tools
• Proficiency in troubleshooting hardware, software, and network-related issues
• Familiarity with ticketing systems (ServiceNow, Jira, Zendesk, etc.)
• Excellent communication and customer service skills

Nice-to-haves

• Certifications such as CompTIA A+, Network+, Microsoft certifications, or similar
• Experience with SCCM, Intune, or other endpoint management solutions
• Basic networking knowledge (TCP/IP, DNS, DHCP, VPN)
• Experience supporting remote users and hybrid environments
• Knowledge of ITIL principles or service management frameworks

Benefits

• Medical & Dental Plans
• Life Insurance, including eligible spouses & children
• Health Care Flexible Spending
• Dependent Care
• 401k Savings Plans
• Paid Time Off

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