Desktop Support Tech II - Full-time

Overview

The Desktop Support Technician II serves as an advanced support resource within the End User Support team, responsible for resolving complex desktop, endpoint, and application-related issues escalated from Tier 1. This on-site role provides hands-on and remote user support across Windows and macOS environments, delivering high-quality service to end users while ensuring compliance with corporate IT standards and security policies. The Technician II collaborates closely with Tier 3 engineers and global IT teams to ensure efficient resolution of issues and continuous service improvement. 

Responsibilities

Tier 2 Escalation & Advanced Support 

• Serve as Tier 2 escalation for tickets unresolved by Tier 1 within defined SLAs. 

• Perform advanced troubleshooting of hardware, software, and operating system issues. 

• Resolve networking-related endpoint issues (LAN, Wi-Fi, VPN). 

• Troubleshoot Microsoft 365, Active Directory, and email-related issues. 

• Support A/V and conference room technology as needed. 

• Provide limited executive and onsite leadership support when required. 

Endpoint Provisioning & Lifecycle Support 

• Image and configure Windows and macOS devices for onboarding. 

• Assist with device provisioning using corporate standards and management tools. 

• Manage asset inventory including new, returned, and remote assets. 

• Coordinate hardware warranty claims and vendor replacements. 

• Assist with hardware refresh initiatives and lifecycle tracking. 

Identity, Access & Application Support 

• Administer and troubleshoot Active Directory and Microsoft 365 accounts. 

• Support MFA configuration and access-related issues. 

• Assist with application installation, plugin issues, and software deployment challenges. 

IT Service Management & Process Excellence 

• Apply ITSM best practices (incident, problem, and change management). 

• Maintain detailed documentation and update knowledge base articles. 

• Mentor Tier 1 technicians and act as an escalation point when needed. 

• Collaborate with Tier 3 for recurring issue analysis and long-term solutions. 

Qualifications

Qualifications 

• Bachelor’s degree in Information Technology, Computer Science, or related field preferred. 

• 3–5 years of experience in Desktop Support, Helpdesk, or End User Computing roles. 

• Strong troubleshooting skills across Windows and macOS environments. 

• Experience supporting Microsoft 365, Active Directory, DHCP, and DNS. 

• Experience with imaging, hardware deployment, and asset lifecycle management. 

• Working knowledge of ITSM practices and service desk tools. 

• Strong communication and customer service skills. 

Preferred Certifications 

• CompTIA A+ 

• Microsoft Certified: Modern Desktop Administrator Associate 

• ITIL Foundation 

Work Environment 

• On-site position (Richardson HQ). 

• Hands-on desktop and meeting room support. 

• Collaboration with global IT teams and Tier 3 engineering resources. 

Pay RangeUSD $21.54 - USD $36.63 /Hr.