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, and 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