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.

Requirements

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)

Benefits

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