Help Desk Technician II

Description

United Systems is seeking a Desktop Technician Tier 2 to provide advanced on‑site technical support to clients. This role addresses complex hardware, software, and network issues and plays a critical role in maintaining the stability and performance of client IT environments.

The Desktop Technician Tier 2 will use technical expertise to solve challenging problems and implement effective solutions while providing a high level of customer service.

Key Responsibilities

• Travel to client sites to diagnose and resolve complex IT issues involving hardware, software, and network systems.
• Perform in‑depth troubleshooting and repair of desktops, laptops, printers, and other peripherals.
• Troubleshoot software applications and operating systems.
• Assist with network configuration and troubleshoot connectivity issues.
• Support network infrastructure.

• Lead the installation and configuration of new hardware and software.
• Ensure new hardware and software are seamlessly integrated with existing systems.

• Provide technical guidance and recommendations to clients.
• Help clients improve their IT infrastructure and optimize performance.
• Maintain high levels of customer satisfaction through effective communication, follow‑up, and resolution of client issues.

• Maintain detailed records of support activities, issue resolutions, and client interactions in the help desk ticketing system.
• Track and manage hardware and software assets at client sites.

• Work closely with remote support teams and Tier 1 technicians.
• Escalate issues to higher‑level support when necessary.
• Provide guidance and support to Tier 1 technicians to help develop their technical skills and knowledge.

Qualifications

• Associate's degree in IT, Computer Science, or a related field.
• Bachelor's degree is a plus.

• CompTIA A+
• CompTIA Network+
• Microsoft 365 Fundamentals
• Equivalent certifications may be considered.

• Minimum of 2–3 years of experience in a desktop support or technical support role.
• At least 1 year of experience in a field support capacity.

• Strong understanding of computer hardware, software, and networking concepts.
• Proficiency with Microsoft Office Suite.
• Proficiency with Windows operating systems.
• Proficiency with remote support tools.

• Excellent verbal and written communication skills.
• Ability to explain technical issues to non‑technical users.
• Strong analytical and problem‑solving abilities.
• Attention to detail.
• Proactive approach to issue resolution.

• Ability to work independently and manage time effectively while at client sites.
• Ability to quickly learn new technologies.
  
  Ability to adapt to various client environments.

• Strong customer service orientation.
• Focus on client satisfaction.

Why Join United Systems?

United Systems, a Blue Alliance company, has been a trusted technology partner for Oklahoma City businesses and schools for over 40 years. We deliver internet connectivity, cybersecurity, voice, and physical security solutions with the responsiveness and care of a local team, and the technical depth of a seasoned IT provider. We specialize in designing and deploying innovative, integrated systems for K–12 districts, libraries, and local organizations.

Our reputation is built on reliability, community commitment, and customer satisfaction. If you’re looking to grow your career with a team that values excellence, service, and local impact, United Systems offers the stability of a 40-year legacy, and the momentum of a forward‑thinking tech leader.

A Unique Opportunity Through Blue Alliance

As a Blue…