Desktop Technician II

Description

Position Summary 

The Desktop Technician Level 2 provides advanced technical support for end-users, handling complex hardware, software, and network-related issues. This role builds on Level 1 responsibilities, requiring deeper technical expertise, problem-solving skills, and the ability to work independently or mentor junior technicians. The ideal candidate is proactive, detail-oriented, and committed to delivering high-quality IT support.

Essential Job Functions

• Diagnose and resolve escalated hardware, software, and peripheral issues for desktops, laptops, printers, and other devices.
• Perform advanced troubleshooting of operating systems (e.g., Windows, macOS, Linux) and enterprise applications (e.g., Microsoft 365, ERP systems).
• Configure and deploy workstations, including imaging, software installations, and patch management.
• Manage user accounts, permissions, and group policies in Active Directory or similar systems.
• Troubleshoot intermediate network issues, such as IP conflicts, VPN connectivity, and VLAN configurations.
• Maintain and update documentation, including knowledge base articles and ticket resolutions, in the ticketing system.
• Assist with IT projects, such as system upgrades, migrations, or hardware rollouts.
• Mentor and train Level 1 technicians, providing guidance on technical and customer service best practices.
• Monitor and maintain IT inventory, ensuring equipment is properly tracked and refreshed as needed.
• Enforce IT security policies, including endpoint protection, software compliance, and incident reporting.
• Collaborate with Level 3 technicians or external vendors for complex issue resolution.

Position Requirements

• Associate degree in IT, Computer Science, or related field; bachelor’s degree or advanced certifications (e.g., CompTIA Network+, Microsoft Certified: Modern Desktop Administrator) preferred.
• 2-4 years of experience in desktop support or a related IT role.
• Strong knowledge of computer hardware, operating systems, and networking protocols.
• Proficiency with enterprise tools like Active Directory, SCCM, or remote desktop solutions.
• Advanced troubleshooting skills for software, hardware, and basic network issues.
• Excellent communication and interpersonal skills, with a focus on customer service.
• Ability to work independently, prioritize tasks, and manage multiple tickets in a fast-paced environment.
• Strong documentation and organizational skills.

Preferred

• Experience with IT asset management or CMDB systems.
• Familiarity with scripting (e.g., PowerShell, Bash) for automation tasks.
• Knowledge of virtualization platforms (e.g., VMware, Hyper-V).
• Exposure to cloud-based solutions (e.g., Azure, AWS).

Credit One Bank, N.A. is a data-driven financial services company based in Las Vegas. Founded in 1984, Credit One Bank offers a spectrum of credit card products for people in all stages of financial life. Credit One Bank is an equal opportunity employer committed to diversity and inclusion and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin. Reasonable accommodations can be made for those who require them, including access to job applications and workplace accommodations. Employment at Credit One Bank is based on mutual consent (also known as at-will). This means that employees and the Bank may terminate the employment relationship at any time, with or without cause and with or without notice. Please contact the recruiter for this position to learn more. Credit One Bank does not accept unsolicited resumes from agencies and is not responsible for related fees.