Desktop Support Engineer Level II

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DENVER, NC, US

7 days ago Requisition

We are seeking a skilled and customer-focused Desktop Support Engineer Level II to join our team. The ideal candidate will have strong technical expertise and a passion for solving technical issues. This role involves providing desktop support to end-users, troubleshooting hardware and software problems, and ensuring seamless IT operations. The candidate should be proficient with desktop troubleshooting tools and have excellent communication skills to assist users of varying technical levels.

Applicant must understand AI and a desire to continue to learn.

Reports To:

IT Manager

Employment Status:
Full Time

Monday - Friday, 8am-5pm

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide hands‑on technical support for desktops, laptops, printers, A/V equipment, scanners and related peripherals
• Troubleshoot and resolve hardware, software, and network‑related issues.
• Install, configure and maintain operating systems, applications and IT‑related equipment
• Support end‑users with software applications, including operating systems, Microsoft Office, and other business applications.
• Setup and manage user accounts, access permissions and security settings across Microsoft Entra and related platforms.
• Document technical issues and resolutions in the ticketing system.
• Work with cross‑functional teams to support business applications and IT‑related initiatives.
• Monitor and maintain IT infrastructure, including servers, networks and workstations
• Assist with IT projects, including system upgrades, cloud migrations and infrastructure improvements
• Provide guidance and training to end‑users on IT best practices and security policies.
• Functional understanding and use cases for AI

• Previous experience as a Desktop Support, IT Support Specialist, or similar role.
• Strong knowledge of Windows Operating systems including Windows 10 & 11.
• Familiarity with remote desktop support tools (e.g., Team Viewer, Remote Desktop, N‑ABLE).
• Experience with Microsoft 365 and Azure, including Microsoft Intune, Defender and Office 365.
• Solid understanding of networking principles and equipment (TCP/IP, DNS, DHCP).
• Excellent analytical, verbal and written communication skills.
• Ability to adapt easily, prioritize tasks, follow through and resolve issues in a fast‑paced, team‑oriented environment while maintaining excellent customer service.
• Certifications such as CompTIA A+, Microsoft Certified:
  Modern Desktop Administrator Associate, or similar are a plus.

• In-depth knowledge of business platforms (Microsoft 365, Windows, Salesforce, Quick Books)
• Understanding of and experience with scripting languages (e.g., Power Shell, Python, SQL)
• Knowledge of cloud‑based services and virtualization technologies, and workflows
• Strong analytical and troubleshooting skills
• Typing
• Understanding of basic networking concepts (TCP/IP, DNS, DHCP, VPNs).
• Familiarity with desktops, laptops, peripherals, and mobile devices.
• Knowledge of hardware diagnostics, installation and repair, remote desktop support software and troubleshooting tools; ability to troubleshoot network issues, including Wi‑Fi, LAN, and internet connectivity.
• Expertise in providing both in‑person and remote support to end‑users.
• Strong communication skills for explaining technical issues in simple terms to non‑technical users.
• Ability to prioritize tasks and handle multiple support requests efficiently.
• Excellent interpersonal and communication skills.
• Empathy and patience when dealing with frustrated or non‑technical users.

None

Office work. Exerting up to 50 pounds of force occasionally and/or a negligible amount of…