Our client, a global technology company, is seeking a Desktop Support Technician II.
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Job Title: Desktop Support Technician II
Location: New York, NY (Onsite)
Duration: 12 months
Employment Type: W2 Contract
Pay Range: $30-35/h
Job Description
We are seeking a Desktop Support Technician II to provide hands-on, on-site technical support to end users. This role will troubleshoot and resolve hardware, software, networking, and enterprise application issues across macOS and Windows 11 environments. The technician will also support workstation deployments, device lifecycle management, ticketing, asset inventory, and new hire/employee transitions.
Key Responsibilities
Provide hands-on, on-site desktop support for end users.
Troubleshoot, repair, replace, and upgrade laptops, desktops, peripherals, and other computer hardware.
Provide Tier 1–2 support for desktop and enterprise applications, printing, email, connectivity, remote access, and hardware issues.
Manage incoming support requests through tickets, email, phone, voicemail, and walk-up support.
Log, prioritize, track, document, and resolve technical issues, escalating complex problems when necessary.
Perform workstation imaging, software installations, hardware upgrades, updates, and deployments.
Support new hire setups, employee terminations, workstation relocations, and loaner equipment programs.
Maintain hardware and software asset inventories and assist with equipment disposal.
Troubleshoot basic networking issues involving TCP/IP, DNS, DHCP, firewalls, and connectivity.
Assist with server room and network closet setup and maintenance.
Perform desktop and server updates, patches, and security-related maintenance.
Manage and complete assigned project deliverables while prioritizing multiple technical requests.
Maintain detailed technical documentation and provide effective follow-up to end users.
Qualifications
Technical degree or equivalent relevant IT work experience.
Hands-on, on-site desktop support experience.
Junior-to-intermediate experience troubleshooting macOS and basic Windows 11 environments.
Strong understanding of fundamental networking concepts, including TCP/IP, DNS, DHCP, and firewalls.
Experience with ticketing systems such as ServiceNow, Jira, or similar platforms.
Experience troubleshooting and deploying desktop hardware, software, and peripherals.
Strong customer service, communication, troubleshooting, and problem-solving skills.
Nice to Have
Experience with Google Admin and Microsoft 365/O365 administration.
Exposure to MDM and directory services such as AirWatch/Workspace ONE, Intune, Jamf, and Active Directory.
Experience with Slack, Microsoft Teams, and Zoom.
Familiarity with server rooms, network closets, and basic infrastructure support.
Experience with asset management, workstation imaging, and device lifecycle management.
Interest in AI tools and applying AI solutions to improve day-to-day IT support workflows.
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