Desktop Support Technician II

The Desktop Support Technician is responsible for delivering high-quality, end-user support across the organization, with a strong focus on customer experience, VIP/executive support, and reliable technical service delivery. This role provides hands-on and remote support for hardware, software, and enterprise systems while ensuring minimal disruption to business operations. 

The ideal candidate combines technical expertise with strong interpersonal skills, enabling them to deliver a “white-glove” support experience, particularly for executive leadership and high-priority users.

Key Responsibilities 

• Customer Service & End-User Support 

• Provide responsive, professional, and courteous technical support to all end users 

• Deliver a high-quality customer experience by communicating clearly and setting expectations 

• Maintain ownership of incidents and service requests from initiation through resolution 

• Ensure timely updates and accurate documentation within the ticketing system 

• VIP / Executive Support 

• Provide white-glove technical support to executive leadership and VIP users 

• Anticipate and proactively address technical needs to minimize downtime 

• Maintain a high degree of professionalism, discretion, and urgency when handling executive requests 

• Support executive workstations, mobile devices, and conference room setups with minimal disruption 

• Event & Meeting Support 

• Provide technical support for meetings, conferences, and special events 

• Set up and troubleshoot: 

• Conference room technology 

• Audio/visual systems 

• Collaboration tools (Teams, conferencing platforms) 

• Ensure smooth operation of technology during live events and quickly resolve issues as they arise 

• Technical Troubleshooting (Hardware & Software) 

• Diagnose and resolve issues related to: 

• Windows operating systems 

• Standard business applications 

• Network connectivity and user access 

• Perform installation, configuration, and maintenance of desktops, laptops, and peripherals

• Troubleshoot and support: 

• Printers and secure print systems 

• Docking stations, monitors, and accessories 

• Escalate complex issues to appropriate teams while maintaining ownership

• Endpoint & Device Support

• Support device lifecycle activities, including: 

• Imaging and device deployment 

• Hardware replacements and refresh programs 

• Onboarding/offboarding setup and equipment provisioning 

• Ensure endpoints are configured according to enterprise standards

• Operational Support & Documentation

• Utilize ITSM tools (e.g., ServiceNow) to manage incidents, requests, and tasks

• Maintain accurate and complete ticket documentation for all work performed

• Follow established policies, procedures, and escalation processes

• Contribute to knowledge base articles and process documentation

Required Qualifications 

• 2–5+ years of experience in desktop or end-user support 
• Experience supporting Windows-based environments and enterprise applications 
• Hands-on experience with hardware troubleshooting (desktops, laptops, printers, peripherals) 
• Familiarity with IT ticketing systems (e.g., ServiceNow or similar) 
• Strong customer service and communication skills 

Preferred Qualifications 

• Experience with endpoint management tools (e.g., Intune, MECM/SCCM) 
• Experience supporting executive/VIP users in a corporate environment 
• Relevant certifications (CompTIA A+, Network+, ITIL Foundation) 
• Experience in regulated industries (e.g., financial services) 

• Medical, dental, and vision benefits with highly subsidized premiums
• Two weeks paid time off in your first year, with increasing PTO as tenure increases, and most major holidays off
• 401(k) Plan with employer match
• Onsite Fitness Center

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