Desktop Support Technician II

Position Summary

We are looking for an experienced and highly skilled Level II Deskside Technician to join our IT team. This role requires 3–5 years of deskside support experience in an enterprise environment with a proven ability to resolve complex technical issues independently. As a Level II Technician, you will handle escalated support requests, mentor junior staff, and contribute to IT projects and system upgrades.

This position demands excellent technical expertise across hardware, software, networking, and enterprise systems, combined with outstanding customer service skills.

• Provide advanced support for desktops, laptops, mobile devices, printers, and peripherals, ensuring minimal downtime for end users.
• Troubleshoot complex hardware and software issues, including OS failures, application conflicts, and performance degradation.
• Support and administer enterprise systems including:
• Windows 10/11 (advanced configuration, registry, Group Policy troubleshooting).
• macOS support for executive or design teams.
• Office 365 suite (Exchange Online, SharePoint, One Drive, Teams).
• Active Directory (user management, OU structure, GPO application).
• Microsoft Intune and/or SCCM for imaging, deployment, and endpoint management.
• Perform root cause analysis on recurring issues and propose long-term solutions.
• Assist in managing and maintaining IT asset inventory and lifecycle management.
• Support basic networking tasks:
• Troubleshoot connectivity issues (LAN/WAN, VPN, wireless).
• DNS/DHCP knowledge for client-side troubleshooting.
• Provide advanced support for conference room and AV technologies, including Zoom Rooms, Teams Rooms, and projectors.
• Contribute to IT projects such as OS upgrades, hardware refreshes, office moves, and application rollouts.
• Create and maintain technical documentation, knowledge base articles, and standard operating procedures.
• Mentor Level I technicians, providing guidance and technical escalation support.

• 3–5 years of deskside support experience in a medium-to-large enterprise environment.
• Strong proficiency in supporting:
• Windows 10/11 and macOS environments.
• Office 365 administration and troubleshooting.
• Endpoint management tools (Microsoft Intune, SCCM, JAMF or similar).
• Active Directory, including GPO troubleshooting and basic scripting (Power Shell preferred).
• Solid understanding of networking concepts (TCP/IP, DNS, DHCP, VPNs).
• Experience with mobile device management (MDM) solutions for iOS and Android devices.
• Advanced knowledge of PC imaging and deployment processes.
• Ability to manage and support end users in high-pressure environments with professionalism.
• Familiarity with ITIL processes for incident, problem, and change management.
• Strong documentation skills and ability to train junior staff effectively.

• CompTIA A+, Network+, or Security+
• Microsoft Certified:
  Modern Desktop Administrator Associate
• ITIL v4 Foundation
• Apple Certified Support Professional (ACSP)
• JAMF 200 or higher (if macOS support is a large component)

• Ability to lift and carry IT equipment (up to 50 lbs).
• Comfortable working in office environments, data centers, and occasional offsite locations.

$60,000 - $70,000