Desktop Support Technician II

Spencer's And Spirit Job PostWe are authentic, professional providers of fun, focused on building a Great Place To Work For All by staying true to our mission: "Life's a Party, We're Makin' It Fun!" and "So Much Fun It's Scary!"At Spencer's and Spirit, we do the right thing always-integrity, fairness, respect, and transparency are our foundation. You will find our culture to be inclusive, passionate, resilient, and one that values differences and embraces all.One Team / One GoalWe are leaders and owners of our business success. Whether it's developing new and exclusive costumes, quality testing products, or implementing technology solutions, our teams understand the value of working collaboratively to embrace change through innovation, curiosity, and thoughtfulness.We offer a comprehensive benefits package that includes:Flexible work environmentCareer advancementCompetitive base salaryBonus opportunityVacation, Personal, Sick and Holiday payMedical, Dental, Vision, Disability, Life and AD&D insurance401k with a company match30% merchandise discountResponsibilitiesDesktop Support Level 2 provides advanced technical support and troubleshooting to end users and our analyst team, ensuring the ticket queue is monitored, and all service level standards are maintained. The individual will be responsible for resolving technical issues, hardware imaging, software deployments, and system support for all patching and upgrades happening on production systems. The ideal candidate will have strong technical abilities and a passion for learning and providing exceptional customer service.User account creation and change requestDesigning and implementing new systems and processes for end-usersAdvanced troubleshootingDesigning and maintaining the base image for laptopsOffice 365 management, primarily all Exchange and Teams admin center needsWindows update management and scheduled deploymentsManaging the user access process, including granting access to certain key systemsAssisting desktop engineering analyst when necessaryEnsuring the ticket incidents and service requests are monitored, maintaining service standardsServe as an escalation point for complex technical issuesPerform root cause analysis to identify recurring issues and recommend long-term solutionsIdentify knowledge gaps and create technical documentation for support staffParticipate in knowledge-sharing sessions and technical training initiativesQualificationsAssociate degree in Computer Science, Information Technology, or two years of equivalent education and experienceExcellent troubleshooting skillsBasic familiarity with the configuration and maintenance of ITSM systemsTechnical documentation experienceExperience supporting cloud-based technologies (Intune/Autopilot)Experienced with Active Directory and group managementManage Windows Patching and deploymentsExperience with writing command line and PowerShell scriptsCreating and supporting Exchange/Outlook Local and CloudMicrosoft Teams administration tasks supporting end-usersStrong support skills on all Windows OSBasic understanding of networking principles (DHCP, DNS)Experience supporting Mac OS and Jamf is preferred but not requiredThe pay range reflects the potential base salary range for this role. Individual base pay is determined by various factors such as relevant experience and skills, and the scope and responsibilities of the position.Pay Range$24.50 per hour