IT Desktop Technician II

L.N. Curtis & Sons

Description:

The IT Desktop Support Technician II is responsible for providing solid technical support and serves as an escalation point for end-user technology issues. This role supports desktop systems, laptops, mobile devices, Microsoft 365 services, and enterprise technologies while delivering excellent customer service and contributing to IT operational excellence. The technician works independently to diagnose and resolve complex issues and assists with projects, deployments, and mentoring junior staff.

This role requires travel, including weekends, based on project needs.

• Provide Tier 1 & Tier 2 technical support for hardware, software, network, and application issues.
• Create, update, and close support tickets with detailed documentation.
• Serve as an escalation point for support requests unresolved by junior technicians.
• Troubleshoot and resolve issues involving (but not limited to):
  • Windows 11 operating systems
  • Microsoft 365 applications and services
  • Zoom
  • Active Directory or Entra
  • Mobile devices and mobile device management (MDM)
  • Printers, scanners, and other peripherals
  • Audio/visual and conference room technologies
• Manage user accounts, permissions, and access requests.
• Assist with onboarding and offboarding activities.
• Support enterprise endpoint management platforms such as Microsoft Intune and Endpoint Central Cloud (ECC).
• Assist with workstation refresh projects, office relocations, and technology rollouts.
• Create and maintain technical documentation and knowledge base articles.
• Identify recurring issues and recommend long-term solutions and process improvements.
• Provide technical guidance and mentoring to junior support technicians.
• Maintain IT asset inventory and equipment records.

• Associate Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 3-5 years of IT support experience in IT help desk, desktop support, technical support, or customer service.
• Strong knowledge of:
  • Windows operating systems
  • Microsoft 365
  • Active Directory or Entra
  • Endpoint security tools
  • Computer hardware and peripherals
  • Basic networking concepts (TCP/IP, DNS, Wi‑Fi)
• Strong communication and customer service skills.
• Experience working within an IT Service Management environment.

• Experience using IT Service Management (ITSM) or ticketing platforms such as Service Now, Jira, Freshdesk, or Zendesk.
• Experience using endpoint management tools such as Microsoft Intune or Endpoint Cloud Central.
• Experience supporting remote users and hybrid work environments.
• Working knowledge of Microsoft Share Point

• CompTIA A+
• ITIL Foundation

• Strong customer service orientation and professional demeanor
• Excellent verbal and written communication skills.
• Strong organizational and time-management skills.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Team-oriented with a willingness to learn new technologies.
• Collaborative team player with mentoring capabilities.
• Attention to detail and commitment to quality service.
• Strong analytical and troubleshooting skills.

L.N. Curtis & sons is a privately owned and operated corporation that provides Tools for Heroes. Headquarters in Walnut Creek, California, with operational centers in Salt Lake City, Utah;
Kent, Washington;
Santa Fe Springs, California;
Sacramento, California;
Dublin, California;
Centennial, Colorado;
Tigard, Oregon;
Boise, Idaho;
Henderson, Nevada; and Gilbert, Arizona. L.N. Curtis & sons has been the premier distributor of first responder equipment since 1929. Focused on serving the thirteen Western states and the U.S. Government worldwide, the company is committed to…