Technical Support Technician II (Desktop Support)

Overview

We are seeking a customer-focused Technical Support Technician II to join a dynamic IT support team responsible for delivering exceptional technical support to end users across the organization. This role combines hands-on desktop support, troubleshooting, hardware deployment, and customer service in a fast-paced environment supporting critical business operations.

The ideal candidate is a proactive problem solver who enjoys helping users, resolving technical issues, and contributing to continuous improvement initiatives.

What You'll Do

• Provide remote and on-site technical support for hardware, software, and end-user computing issues.
• Diagnose and resolve desktop, laptop, printer, and peripheral-related problems.
• Install, configure, deploy, and upgrade hardware and software systems.
• Image, configure, and deploy new PCs and workstations.
• Manage and resolve incidents and service requests through a ticketing system.
• Support Windows operating systems and Microsoft Office applications.
• Coordinate with third-party vendors and maintenance providers when needed.
• Monitor and support desktop computing environments to ensure reliability and performance.
• Participate in IT projects, office technology upgrades, and process improvement initiatives.
• Travel occasionally to support users and offices in other locations.
• Provide after-hours support during emergency situations as required.

Qualifications

Required

• Experience in an IT Support, Help Desk, Desktop Support, or Technical Support role.
• Strong customer service and communication skills.
• Experience providing both remote and in-person technical support.
• Advanced knowledge of Microsoft Windows operating systems.
• Hands-on experience with Microsoft Office applications and desktop technologies.
• CompTIA A+ Certification.
• Ability to travel as needed.
• Valid driver's license and ability to meet company driving requirements.

Preferred

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience using ServiceNow or other IT service management (ITSM) platforms.
• Experience supporting enterprise desktop environments.
• Familiarity with hardware deployment, imaging, and asset management processes.

What We're Looking For

• Strong troubleshooting and analytical skills.
• Excellent customer service mindset.
• Ability to prioritize and manage multiple tasks simultaneously.
• Effective communication with both technical and non-technical users.
• Self-motivated and able to work independently or as part of a team.
• Curiosity, creativity, and a continuous improvement mindset.

Why Join Us?

This is an opportunity to be part of a collaborative IT organization where you'll make a direct impact on employee productivity and business operations. You'll work with modern technologies, participate in meaningful projects, and help shape innovative support solutions while growing your technical skills and career.