Desktop Support Technician II

Position Summary:
The Desktop Support Technician will be instrumental in delivering a quality service focused on the user experience and technical solutions of all employees throughout the company. We're looking for someone who takes ownership of their work, is resourceful in problem-solving skills, and can think creatively. This individual will work together with a team to provide both local and remote support and take on projects requiring clear communication and completion on time. We want someone passionate about setting the performance bar and thrives in an energetic team environment while delivering a fully integrated solution.

This position requires coverage from 8:00 am to 5:00 PM, coordinated with teammates based on business needs. The candidate must be willing to work nights, weekends, and holidays for on-call duties.

Responsibilities:

• Perform onsite advanced support duties that require independent initiative and judgment, including troubleshooting, parts replacement, system upgrades, advanced deployment, and repair on end-user devices.


• Support remote retail and office sites which include virtual devices and Point of Sales (POS) hardware.


• Provide support for video conference (i.e., Teams Rooms), mobile devices (Android and iOS), and IP telephony (VOIP) systems.


• Proactively identify potential issues that could adversely impact customer experience and follow through on action steps including researching working with Vendors and recommending solutions.


• Collaborate with the Sr. Workplace Engineer to set strategy for the end-user digital workspace, ensuring alignment with company goals and technological advancements and ensuring hardware and software compatibility with end-user computing.


• Participate in strategic planning sessions to understand business drivers and goals, presenting appropriate innovations and thought leadership.


• Mentor junior team members to help them develop their skills and take on more complex tasks over time.


• Provide feedback to the end-user services team on technical process issues to improve overall service delivery.


• Coordinate with end users on expectations and availability to conduct services.


• Write, review, and maintain knowledge base for administration tasks, installation and configuration of software and hardware, and troubleshooting.


• Complete lifecycle management updates in the Asset Management Database (AMDB) based on devices moving in and out of stock, as well as maintaining the chain of custody documentation as devices enter and leave the depot.


• Manage and maintain inventory levels of end-user hardware, ensuring minimum and maximum stock levels are adhered to.


• Dispose of broken, damaged, and end-of-life assets utilizing Company providers.


• Maintain and manage vendor relationships, ensuring timely procurement and delivery of hardware including obtaining quotes for hardware from vendors for stock reorder.


• Ensure compliance with vendor agreements and manage vendor performance.


• Order hardware as needed to maintain stock levels and meet operational requirements.


• Track incoming and outgoing shipments and deliveries, updating stock levels and lifecycle statuses as appropriate.


• Support annual hardware refreshes to ensure machines are updated, refreshed, or replaced based on the refresh cycle.


• Keep the hardware catalog up to date, including adding new models and removing obsolete ones.


• Provide after-hours support, including weekends and holidays on an On-Call rotational basis.

Required Skills:

• Strong organizational and inventory management skills.


• Excellent communication and collaboration abilities.


• Proficiency in asset management tools and databases.


• Knowledge of hardware lifecycle management and refresh processes.


• Ability to manage vendor relationships and procurement processes.


• The ability to think strategically and align hardware strategies with business objectives.


• Must be proficient in installing and troubleshooting Microsoft OS, O365 Suite, Microsoft collaboration tools (Teams, SharePoint) as well as other collaboration tools such as Box.


• Experience with Desktop/Laptop PXE boot imaging process using industry standard tools such as SCCM, Tanium, etc.


• Troubleshooting and resolving Citrix/VDI client issues.


• Working knowledge of Active Directory and network connectivity with TCP/IP, DNS, WINS, DHCP, wireless, and basic VoIP phone administration.


• Able to read and understand technical manuals, procedural documentation, and OEM guides.


• Ability to conduct research into PC issues and products as required.


• Ability to follow processes, learn quickly, and interact with a diverse population in a corporate environment providing excellent customer support.


• Excellent verbal and written communication skills.


• Ability to multi-task and set priorities.


• Work independently with minimum supervision and work under pressure and maintain composure.


• Collaborating with team members and leadership, implementing great support processes, procedures, and documentation.


• Identifying opportunities for business enablement through smart use of technology such as proactively using existing systems to identify and resolve potential issues before they arise.


• Ordering, receiving, tracking, and issuing hardware, software, and peripherals to end users.


• Writing clear, concise technical documentation for team members.Must have basic knowledge of ITIL and have worked with an industry standard ITSM tool (i.e. Helix, ServiceNow, Remedy, Cherwell, HEAT).

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.

Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit to learn more.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.