Desktop Support Technician II

• Receive, log, track, and resolve support requests following established procedures and SLA requirements.
  


• Handle escalations from Tier I Help Desk and unresolved incidents.
  


• Diagnose issues, perform root cause analysis, and implement effective solutions.
  


• Monitor systems and participate in on-call rotations for outage response.Coordinate with external vendors and technicians as needed.Perform security administration tasks (user provisioning, access management, audits).
  


• Support moves, adds, and changes (MAC), including equipment setup and relocations.
  


• Provide support for IT initiatives such as deployments, upgrades, and migrations.
  


• Maintain documentation including knowledge base articles and technical procedures.
  


• Identify and recommend process improvements.
  


• Mentor and support junior technicians.
  

Requirements

• Advanced troubleshooting of desktops, laptops, peripherals, and mobile devices.
  


• Strong knowledge of Windows 10/11 and Microsoft Office 365.
  


• Experience with enterprise applications and business tools.
  


• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi).
  


• Familiarity with VoIP systems and remote access technologies.
  


• Experience with endpoint and configuration management (patching, imaging, deployments).
  


• Knowledge of IT security principles (access control, endpoint protection).
  


• Experience with ITSM tools for ticketing, escalation, and request management.
  


• Understanding of incident management and root cause analysis methodologies.
  
  

• Strong customer service orientation and ability to work under pressure.
  


• Excellent verbal and written communication skills.
  


• Ability to explain technical issues in simple, user-friendly language.
  


• Strong multitasking and prioritization skills while meeting SLAs.
  


• Problem-solving and analytical thinking.
  


• Team collaboration and ability to work with cross-functional teams.
  


• Professional phone presence and interpersonal skills.
  


• Proactive mindset with focus on continuous improvement.
  
  

Benefits