Desktop Support Technician II

Agility Partners is seeking a qualified Desktop Support Technician II to fill an open position with one of our leading aviation clients. This role is an exciting opportunity to provide hands‑on Tier 2 technical support within a fast‑paced enterprise environment, supporting end users across hardware, software, conferencing technology, and endpoint management. The ideal candidate is customer-focused, thrives in a collaborative setting, and enjoys solving complex technical issues while contributing to enterprise technology initiatives and continuous improvement efforts. Responsibilities Provide Tier 2 technical support by troubleshooting and resolving hardware, software, operating system, and peripheral issues escalated through Jira Service Management. Deliver deskside support for corporate end users, including break/fix troubleshooting, software installations, hardware provisioning, and conference room technology support. Install, configure, image, and deploy desktop and laptop systems using Microsoft Intune and other endpoint management tools. Maintain accurate technology asset inventory and Configuration Management Database (CMDB) records throughout the asset lifecycle. Support enterprise technology initiatives including hardware refreshes, operating system upgrades, application deployments, infrastructure enhancements, and technology migration projects. Configure user profiles, perform data migrations, and deploy standard software packages while ensuring a seamless end‑user experience. Create and maintain technical documentation, standard operating procedures, and knowledge base articles to improve team efficiency and knowledge sharing. Monitor and adhere to established service level agreements (SLAs), ensuring timely resolution of incidents and service requests. Mentor and provide day‑to‑day guidance to junior PC Technicians, supporting technical development and best practices across the team. Qualifications 3+ years of experience providing Tier 2 desktop support within an enterprise IT environment. Experience supporting Windows desktop operating systems, laptops, peripherals, printers, and video conferencing equipment. Hands‑on experience with Microsoft Intune or other endpoint management and device deployment tools. Experience working with IT service management platforms such as Jira Service Management, ServiceNow, or similar ticketing systems. Understanding of asset lifecycle management and maintaining accurate CMDB records. Experience performing computer imaging, software deployment, profile migrations, and hardware provisioning. Strong troubleshooting, customer service, and communication skills with the ability to support both technical and non‑technical users. Ability to prioritize multiple support requests while meeting established SLAs in a fast‑paced environment. Previous experience mentoring junior technicians or providing technical leadership is preferred. #J-18808-Ljbffr