IT Desktop Support Technician II

The IT Desktop Support Technician provides Tier 2 support to internal employees, focusing on complex end-user technology issues that require deeper troubleshooting, sound judgment, and problem-solving beyond initial service desk triage. This role investigates and resolves escalated incidents involving user access, endpoint configuration, Microsoft 365, software functionality, device performance, and other business-critical technologies, while ensuring a high-quality employee support experience. The position emphasizes advanced user support, ownership of key support processes, and continuous improvement of support effectiveness.

Essential Functions and Responsibilities

• Provide Tier 2 support for escalated end-user incidents and service requests requiring advanced troubleshooting, technical analysis, and resolution beyond frontline support capabilities.
• Investigate and resolve complex issues related to user access, endpoint configuration, Microsoft 365, software applications, printers, identity, connectivity, and other workplace technologies while assessing impact and determining appropriate resolution or escalation paths.
• Own incidents through resolution by testing solutions, validating outcomes with users, and maintaining clear documentation of findings, actions taken, and final resolution.
• Maintain ownership of defined end-user support processes and workflows, including new hire account provisioning, onboarding setup coordination, employee termination and offboarding access changes, and other user lifecycle support activities.
• Support user account administration, permissions troubleshooting, and workstation-related issue resolution in alignment with company policies, security requirements, and operational standards.
• Identify recurring technical issues, trends, and process gaps, and recommend improvements to reduce repeat incidents, improve support quality, and strengthen support documentation and standard operating procedures.
• Collaborate with infrastructure, security, application teams, vendors, and other technical partners to resolve cross-functional issues and support implementations, migrations, testing, rollout activities, and end-user readiness for new systems or enhancements.
• Provide hardware-related support when needed, with primary focus on advanced end-user support and escalated issue resolution rather than routine deployment activities.

Do you have experience in Windows?, Do you have a Associate's degree?, * Associate's degree in IT or a related field, OR equivalent hands-on experience and certifications.

• 2-4 years of experience in IT support, desktop administration, endpoint support, or a related technical role with responsibility for resolving escalated end-user issues.
• Demonstrated ability to troubleshoot and resolve complex technical issues across Windows endpoints, Microsoft 365, user access, software applications, printers, and general workplace technology.
• Strong analytical and problem-solving skills with the ability to assess situations, identify root causes, and make sound decisions with limited direction.
• Ability to manage escalated support issues independently, balance competing priorities, and maintain ownership of work through resolution.
• Strong written and verbal communication skills with the ability to support employees professionally and clearly across a range of technical skill levels.
• Experience documenting troubleshooting steps, technical findings, and process improvements in a ticketing system or knowledge base.
• Working knowledge of support processes, incident management, service expectations, and escalation practices within a professional IT environment., * Experience supporting enterprise environments using Microsoft 365, Entra ID/Active Directory, endpoint management tools, VPN, remote support tools, and common business applications.
• Experience using ServiceNow or a similar IT service management platform to manage incidents, requests, documentation, and knowledge content.
• Familiarity with permissions troubleshooting, policy-based configuration, device health analysis, and support of integrated enterprise systems.
• Ability to identify trends, recommend support improvements, and contribute to process refinement based on recurring issues and operational needs.
• Relevant certifications such as CompTIA Network+, Microsoft certifications, ITIL, or similar professional training.

Supervisory Responsibilities This position has no supervisory responsibilities.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The physical requirements for performing the essential functions of this position require the employee to be able to:

• Sit, stand, kneel, walk, and reach.
• Be able to lift, push, pull and/or move up to 20 pounds.
• Read a computer screen and written material.
• Write, type, and use phone system.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment Good working environment with the absence of disagreeable conditions. The noise level in the work environment is usually moderate.

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