Level 2 Desktop Technician

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Our client is currently seeking a qualified Level 2 Desktop Technician to join their team onsite in El Paso, TXand provide end-user support. The technician will serve as the primary local technical resource supporting end users, desktop systems, mobile devices, manufacturing-connected technology, printers, scanners, and site infrastructure initiatives.

Duties and Responsibilities End User Support

• Provide onsite deskside support for hardware, software, and connectivity issues affecting desktops, laptops, workstations, and mobile devices.
• Troubleshoot and resolve Windows operating system, application, and peripheral device issues.
• Deliver Microsoft 365 and business productivity application support.
• Assist end users with account access, device setup, and day-to-day technical support needs.
• Provide VIP and executive-level technical support as required.

Device Deployment & Lifecycle Management

• Image, configure, deploy, and replace desktops, laptops, tablets, and mobile devices.
• Perform hardware upgrades, break/fix repairs, and warranty coordination activities.
• Execute device refreshes, migrations, and asset lifecycle management processes.
• Maintain accurate asset inventory records and tracking documentation.
• Support device patching, compliance, and security requirements in accordance with customer standards.

Site Technology Support

• Support printers, label printers, handheld scanners, RF devices, and other workplace technology.
• Troubleshoot manufacturing and operational endpoint devices, as well as site‑specific technologies.
• Assist with laboratory systems, virtual machine environments, and operational technology (OT) systems as directed.
• Set up, maintain, and support conference rooms, audio/visual equipment, and collaboration technologies.

Infrastructure & Smart Hands Support

• Provide onsite "smart hands" support for infrastructure and network teams.
• Assist with network hardware activities, including switches, wireless access points, UPS systems, and related equipment, following established procedures.
• Support cabling, rack installations, and technology deployment projects.
• Participate in site moves, adds, changes, and infrastructure upgrade initiatives.
• Coordinate with remote engineering and support teams during maintenance, troubleshooting, and project activities.

Service Delivery & Operational Excellence

• Manage incidents, service requests, and work orders through Service Now or approved ticketing systems.
• Meet established service level agreements (SLAs) and maintain accurate ticket documentation.
• Communicate effectively with end users, site leadership, and cross‑functional support teams.
• Identify recurring issues and recommend process improvement opportunities.
• Ensure compliance with customer security, safety, and operational policies and standards.

Skills and Qualifications

Required Qualifications

• 3+ years of experience providing desktop, deskside, field, or end-user technical support.
• Strong working knowledge of Windows 10 and Windows 11 operating systems.
• Experience supporting Microsoft Office and Microsoft 365 applications.
• Proficiency with Service Now or similar IT service management (ITSM) and ticketing platforms.
• Understanding of TCP/IP networking fundamentals and basic network troubleshooting.
• Experience supporting printers, scanners, peripheral devices, and mobile technologies.
• Strong problem‑solving, troubleshooting, and analytical skills.
• Excellent customer service, communication, and interpersonal skills.
• Ability to manage multiple priorities and meet deadlines in a fast‑paced manufacturing or production environment.

Preferred…