Desktop Support Technician II

Notes:

• Is this position remote or in person? In Person
• What will the primary day-to-day responsibilities entail for this person? See Job Description below.
• What are the TOP 2 required skills that candidates must have? High Level Technical and customer service.
• What will the work schedule be for this position? M-F 8-5 (no afterhours or OT.)
• Will there be OC (on call)? No
• Will there be shift differentials? No
• How many overall years of experience should this person have? 4+
• Do they need any specific certifications or education? A+
• If contract to hire what is the conversion rate? This a contract only
• How many miles per day will the contractor be driving? 0 mile just from home to office
• What radius range should candidates be located from the job location? On-Site position
• How soon will the candidate review and interviews start? ASAP
• Do you have upcoming vacations or time out of the office? No

Job Description :
The Level 2 Desktop Support Technician provides advanced technical support for end users, ensuring desktops, laptops, mobile devices, and peripheral equipment function optimally. This role handles escalations from Level 1 support, resolves complex technical issues, and assists with system deployments, configurations, and upgrades. The technician works closely with IT teams to maintain a stable and secure computing environment.
Key Responsibilities:

• Provide advanced desktop support for Windows, macOS, and mobile devices (iOS/Android)
• Troubleshoot and resolve escalated hardware and software issues (desktops, laptops, printers, peripherals, phones, tablets)
• Perform system upgrades, migrations, and deployments (imaging, hardware swaps, OS installations)
• Configure and support end-user applications, including Microsoft 365, Teams, and other enterprise tools
• Assist with printer setup, driver installation, and network printing
• Escalate unresolved issues to Level 3 or specialized IT teams when necessary
• Document incidents, solutions, and processes within the ticketing system (ServiceNow, Footprints, TrackIt, etc.)
• Ensure compliance with IT policies, security standards, and data protection practices.

Qualifications & Skills:

• 3 5 years of IT support experience, preferably in a Level 2 or equivalent role
• Strong knowledge of Windows operating systems (Windows 10/11), with familiarity in macOS and mobile platforms
• Familiarity with enterprise ticketing systems (ServiceNow, TrackIt, Footprints, etc.)
• Solid understanding of hardware components, troubleshooting, and break/fix procedures
• Knowledge of basic networking concepts (TCP/IP, DNS, DHCP, VLANs, switch port activation)
• Excellent communication skills and ability to explain technical concepts in user-friendly terms
• Strong customer service mindset, with experience supporting executives or healthcare staff a plus
• Certifications such as CompTIA A+, or Microsoft certifications preferred