Desktop Support Specialist II

Role Overview

The Desktop Support Specialist II provides Tier 1 and Tier 2 technical support to end users while supporting the day-to-day operations of the Service Management Team. This role resolves and escalates technical issues as needed, ensures accurate documentation, delivers excellent customer service, and contributes to the development and improvement of service management processes and procedures.

• Install, configure, administer, and troubleshoot desktop and laptop computers, mobile devices, printers, peripherals, Active Directory, Microsoft 365, and other enterprise applications and tools.
• Provide technical support for local IT issues, including PCs, peripherals, mobile devices, conference room technology, and related systems.

• Must have strong Microsoft Office Suite computer skills.
• Must have strong organizational, time‑management, written and verbal communication skills.
• Must have ability to maintain confidentiality and a professional demeanor.

• Knowledge of Windows and macOS operating systems, Microsoft Office 365, and Active Directory.
• Knowledge of ticketing systems such as Service Now, Jira, or Zendesk.
• Basic knowledge of scripting languages (e.g., Power Shell) is a plus.
• Must adhere to ISO and OSHA policies established by FMG and have high values for safety awareness.
• Bachelor's Degree and 2 years of experience or equivalent combination of education, training, and experience.
• CompTIA A+ and Microsoft certifications preferred.

Domestic travel may be required.