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.

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)

Location

• Location: Onsite — Irving, TX, San Diego, CA, Las Vegas, NV, or Columbus, OH
• This is a one-year duration position.

• 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