Desktop Technician II

Overview

The Desktop Technician Level 2 provides advanced technical support for end-users, handling complex hardware, software, and network-related issues. This role builds on Level 1 responsibilities, requiring deeper technical expertise, problem-solving skills, and the ability to work independently or mentor junior technicians. The ideal candidate is proactive, detail-oriented, and committed to delivering high-quality IT support.

• Diagnose and resolve escalated hardware, software, and peripheral issues for desktops, laptops, printers, and other devices.
• Perform advanced troubleshooting of operating systems (e.g., Windows, macOS, Linux) and enterprise applications (e.g., Microsoft 365, ERP systems).
• Configure and deploy workstations, including imaging, software installations, and patch management.
• Manage user accounts, permissions, and group policies in Active Directory or similar systems.
• Troubleshoot intermediate network issues, such as IP conflicts, VPN connectivity, and VLAN configurations.
• Maintain and update documentation, including knowledge base articles and ticket resolutions, in the ticketing system.
• Assist with IT projects, such as system upgrades, migrations, or hardware rollouts.
• Mentor and train Level 1 technicians, providing guidance on technical and customer service best practices.
• Monitor and maintain IT inventory, ensuring equipment is properly tracked and refreshed as needed.
• Enforce IT security policies, including endpoint protection, software compliance, and incident reporting.
• Collaborate with Level 3 technicians or external vendors for complex issue resolution.

• Associate degree in IT, Computer Science, or related field; bachelor’s degree or advanced certifications (e.g., CompTIA Network+, Microsoft Certified: Modern Desktop Administrator) preferred.
• 2-4 years of experience in desktop support or a related IT role.
• Strong knowledge of computer hardware, operating systems, and networking protocols.
• Proficiency with enterprise tools like Active Directory, SCCM, or remote desktop solutions.
• Advanced troubleshooting skills for software, hardware, and basic network issues.
• Excellent communication and interpersonal skills, with a focus on customer service.
• Ability to work independently, prioritize tasks, and manage multiple tickets in a fast-paced environment.
• Strong documentation and organizational skills.

• Experience with IT asset management or CMDB systems.
• Familiarity with scripting (e.g., Power Shell, Bash) for automation tasks.
• Knowledge of virtualization platforms (e.g., VMware, Hyper-V).
• Exposure to cloud-based solutions (e.g., Azure, AWS).

Credit One Bank, N.A. is an equal opportunity employer committed to diversity and inclusion. Employment at Credit One Bank is at-will.