> Markdown version of [/jobs/ext/1133731-desktop-support-specialist-level-ii](https://www.wearedevelopers.com/jobs/ext/1133731-desktop-support-specialist-level-ii). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Desktop Support Specialist - Level II - **Company:** Gothic Landscape, Inc. - **Location:** Tempe, AZ, United States - **Experience:** Experienced - **Salary:** $62,400.0 - $66,560.0 - **Contract:** Permanent contract - **Skills:** Active Directory, Information Systems, Issue Tracking Systems, Network Troubleshooting, Network Protocols, Remote Access Technology, Remote Desktop Services, Phishing, Security Software, Software Engineering, Tablet Computers, Malware, Information Technology, Network Support, Zendesk - **Published:** July 2, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=1956588c148269e1 ## About the Role The BILINGUAL Level II Help Desk Technician will provide advanced technical support to our internal customers, ensuring a seamless and efficient IT environment. The ideal candidate will exhibit strong problem-solving skills, extensive technical knowledge, and excellent communication abilities. They will be responsible for resolving more complex issues across all IT platforms while demonstrating excellent customer service. They must be able to work independently, but still be able to demonstrate team collaboration across a multi-site IT support structure. Bilingual in English and Spanish is required., * Education: Bachelor's degree in Information Systems, Computer Science, or a related field (preferred). * Experience: 3-5 years of relevant help desk or technical support experience. * Technical Proficiency: Advanced knowledge of Windows 10/11 operating systems, Active Directory, Exchange, and network protocols. * Communication: Excellent verbal and written communication skills. * Problem-Solving: Strong analytical and problem-solving abilities with a focus on customer satisfaction. * Certifications: Relevant certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified: Modern Desktop Administrator Associate (preferred but not required). * BILINGUAL IN ENGLISH AND SPANISH IS A REQUIREMENT OF THIS POSITION * Physical Requirements: Ability to lift and move equipment weighing up to 50 lbs. ## Description * Mindset: Cultivate and promote a growth mindset within the IT team, encouraging continuous learning, innovation, and adaptability. * Customer Service: Model excellent customer service by clearly communicating the solution to the end user while demonstrating patience and empathy. * Mentoring: Provide guidance to less senior technicians, helping to enhance their technical skills. * Problem Resolution: Diagnose and resolve complex technical issues, including software, hardware, and network problems. * Incident Management: Handle incidents and service requests within the Zendesk Ticketing system, ensuring timely resolution and compliance with SLA performance metrics. * System Administration: Perform advanced tasks in Active Directory, Exchange, and File Administration. * Network Support: Assist in managing and troubleshooting network-related issues, including RDS / Terminal Services remote access. * Security: Identify and mitigate security threats, including phishing and malware, using various cybersecurity tools. Assist with remediating high-risk vulnerabilities. * Documentation: Create and update technical documentation, knowledge base articles, and standard operating procedures. * Project Support: Assist with IT projects, including deployments, migrations, and upgrades. * Hardware, OS and Software: Install, configure, and troubleshoot more complex hardware and software issues (SAGE, Paperless). In depth knowledge of Windows 10/11 operating systems. * Mobile Device Management (MDM): Configure, manage, and support mobile devices (smartphones, tablets) across various platforms (iOS, Android) using Mobile Device Management (MDM) solutions. * Remote Support: Provide remote support for multiple locations and occasionally conduct site visits, which may include overnight stays. Local travel to other branch locations within 3-20 miles as needed. * Availability: Provide weekend or after-hours support as needed. ## Related Videos - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [Passkeys: Truly Phishing-Resistant? 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