Description Overview
We are seeking a Desktop Support Specialist II to provide advanced technical support for end-user computing environments. This role supports desktops, laptops, printers, collaboration technologies, software applications, and network connectivity. The ideal candidate will have strong troubleshooting skills, experience with endpoint management tools, and a customer-focused approach to IT support.
Key Responsibilities
Technical Support- Troubleshoot and resolve hardware, software, operating system, printer, and network connectivity issues.
- Provide onsite and remote support for end users and business operations.
- Deploy, configure, maintain, and replace desktops, laptops, peripherals, and software applications.
- Manage endpoint devices using enterprise endpoint management tools.
- Perform patching, security updates, vulnerability remediation, and system maintenance.
- Support meeting room, audiovisual, and collaboration technologies.
- Assist with technology rollouts, upgrades, migrations, and deployments.
- Document incidents, service requests, troubleshooting steps, and technical solutions.
- Collaborate with infrastructure, security, and engineering teams to resolve complex issues.
- Analyze recurring issues and recommend long-term solutions and process improvements.
Operations & Service Delivery- Manage and prioritize incidents and service requests to meet service level expectations.
- Maintain hardware and software inventories and assist with asset lifecycle management.
- Support enterprise technology projects and operational initiatives.
- Contribute to knowledge sharing, team training, and documentation efforts.
- Participate in on-call and after-hours support as needed.
Requirements Required Qualifications
- Associate's or Bachelor's degree in Information Technology or related field, or equivalent experience.
- 5+ years of experience supporting Windows-based desktop environments.
- Strong knowledge of:
- Microsoft Windows
- Microsoft 365
- Active Directory and Entra ID
- TCP/IP, DNS, DHCP, and VPN technologies
- Endpoint management and device deployment tools
- Hardware and software troubleshooting
- Experience supporting printers, peripherals, and collaboration tools.
- Excellent problem-solving, communication, and customer service skills.
- Ability to manage multiple priorities in a fast-paced environment.
Preferred Qualifications
- CompTIA A+ or similar industry certifications.
- Microsoft desktop, endpoint management, or cloud certifications.
- Experience with PowerShell scripting and automation.
- Exposure to ITSM platforms, endpoint security tools, and asset management systems.
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