Desktop Support Technician

The Desktop Systems Specialist Technician II provides advanced Tier 2 and Tier 3 technical support for Apple and Windows-based computing environments. This role is responsible for troubleshooting complex hardware, software, operating system, mobility, and access-related issues while delivering exceptional customer service. The ideal candidate possesses strong technical expertise, excellent communication skills, and the ability to support executives and end users in a fast-paced enterprise environment.

Responsibilities

• Diagnose, troubleshoot, and resolve complex desktop, laptop, operating system, and application issues.
• Provide advanced technical support for Windows, macOS, Office 365, and endpoint technologies.
• Install, configure, maintain, and upgrade hardware, software, and peripheral devices.
• Manage Active Directory user accounts, password resets, group memberships, permissions, and access requests.
• Support mobile devices and remote workforce technologies.
• Escalate unresolved issues to senior technical resources or management when appropriate.
• Serve as a primary point of contact between end users and internal IT teams to facilitate issue resolution.
• Perform desktop system administration, software deployment, patching, and configuration management activities.
• Monitor and maintain desktop security, file access controls, and user authentication processes.
• Create and maintain technical documentation, installation procedures, and knowledge base articles.
• Assist with hardware refresh projects, workstation deployments, office moves, and technology rollouts.
• Research emerging technologies and recommend process improvements to enhance desktop support services.
• Help develop and maintain corporate standards for desktop hardware, software, and security compliance.
• Provide end-user training and guidance on supported technologies and best practices.

• Experience supporting both Mac and Windows environments
• Active Directory administration (account creation, password resets, group management, access requests)
• Strong customer service and end-user support skills
• Desktop and laptop troubleshooting experience
• Windows 10/11 support
• Office 365 administration and support
• Helpdesk and ticketing system experience, * Experience with ServiceNow, Ivanti/LANDesk, Jamf (formerly Casper), or similar endpoint management platforms.
• Experience supporting enterprise desktop environments.
• Knowledge of desktop security practices, access management, and endpoint management solutions.
• Strong problem-solving, organizational, and communication skills.
• Ability to prioritize and manage multiple support requests in a fast-paced environment.