Desktop Support Technician II

Role Overview

The Desktop Support Technician II provides Level 2 technical support to end users throughout Masco’s corporate and business unit environments. This role resolves advanced incidents and service requests, supports desktop and endpoint technologies, and ensures consistent IT service delivery according to defined service levels and company standards.

Provide onsite and remote technical support for desktops, laptops, mobile devices, and related peripherals, diagnose and resolve advanced hardware, software, and connectivity issues, handle and resolve incidents and service requests via the authorized IT service management system.

Strong troubleshooting and analytical skills, effective written and verbal communication skills, ability to prioritize and manage multiple tasks, customer-focused approach with strong service orientation, ability to work both independently and in a team environment.

• Associate’s degree in Information Technology, Computer Science, or related field, or equivalent experience.
• Minimum of two (2) years of desktop support, help desk, or IT support experience.
• Experience supporting enterprise desktop environments.
• Proficiency with Microsoft Windows OS and Microsoft 365 applications.
• Working knowledge of Active Directory/Entra and basic networking concepts.
• Experience working with IT service management platforms (Service Now preferred).

• Equal opportunity employer.
• E-Verify employer.
• Health insurance.
• Paid time off.
• Retirement plan.
• Learning budget.
• Parental leave.
• Wellness program.
• Remote flexibility.
• Stipends.
• Bonus/commission.