Desktop Support Technician II

The Desktop Support Technician is responsible for delivering high-quality, end-user support across the organization, with a strong focus on customer experience, VIP/executive support, and reliable technical service delivery. This role provides hands-on and remote support for hardware, software, and enterprise systems while ensuring minimal disruption to business operations.

The ideal candidate combines technical expertise with strong interpersonal skills, enabling them to deliver a “white-glove” support experience, particularly for executive leadership and high-priority users.

Requirements

Key Responsibilities

• Customer Service & End-User Support

• Provide responsive, professional, and courteous technical support to all end users

• Deliver a high-quality customer experience by communicating clearly and setting expectations

• Maintain ownership of incidents and service requests from initiation through resolution

• Ensure timely updates and accurate documentation within the ticketing system

• VIP / Executive Support

• Provide white-glove technical support to executive leadership and VIP users

• Anticipate and proactively address technical needs to minimize downtime

• Maintain a high degree of professionalism, discretion, and urgency when handling executive requests

• Support executive workstations, mobile devices, and conference room setups with minimal disruption

• Event & Meeting Support

• Provide technical support for meetings, conferences, and special events

• Set up and troubleshoot:

• Conference room technology

• Audio/visual systems

• Collaboration tools (Teams, conferencing platforms)

• Ensure smooth operation of technology during live events and quickly resolve issues as they arise

• Technical Troubleshooting (Hardware & Software)

• Diagnose and resolve issues related to:

• Windows operating systems

• Standard business applications

• Network connectivity and user access

• Perform installation, configuration, and maintenance of desktops, laptops, and peripherals

• Troubleshoot and support:

• Printers and secure print systems

• Docking stations, monitors, and accessories

• Escalate complex issues to appropriate teams while maintaining ownership

• Endpoint & Device Support

• Support device lifecycle activities, including:

• Imaging and device deployment

• Hardware replacements and refresh programs

• Onboarding/offboarding setup and equipment provisioning

• Ensure endpoints are configured according to enterprise standards

• Operational Support & Documentation

• Utilize ITSM tools (e.g., ServiceNow) to manage incidents, requests, and tasks

• Maintain accurate and complete ticket documentation for all work performed

• Follow established policies, procedures, and escalation processes

• Contribute to knowledge base articles and process documentation

Required Qualifications

• 2–5+ years of experience in desktop or end-user support
• Experience supporting Windows-based environments and enterprise applications
• Hands-on experience with hardware troubleshooting (desktops, laptops, printers, peripherals)
• Familiarity with IT ticketing systems (e.g., ServiceNow or similar)
• Strong customer service and communication skills

Preferred Qualifications

• Experience with endpoint management tools (e.g., Intune, MECM/SCCM)
• Experience supporting executive/VIP users in a corporate environment
• Relevant certifications (CompTIA A+, Network+, ITIL Foundation)
• Experience in regulated industries (e.g., financial services)

Benefits

• Medical, dental, and vision benefits with highly subsidized premiums
• Two weeks paid time off in your first year, with increasing PTO as tenure increases, and most major holidays off
• 401(k) Plan with employer match
• Onsite Fitness Center