Desktop Technician 2

We are seeking an experienced Desktop Technician 2 to provide Level 1 and Level 2 end-user technical support in a fast-paced onsite environment. This role will primarily focus on supporting a Mac user base and providing high-touch, White Glove support to executives and VIP users., The ideal candidate will have strong experience supporting macOS, MacBook/iMac devices, Kandji, Windows 11, Microsoft Office 365, Microsoft Teams, and ServiceNow. The candidate will also provide general desktop, conference room, and audio-visual support., * Provide Level 1 and Level 2 onsite and remote technical support to end users.

• Provide primary support for macOS, MacBook, and iMac devices.
• Utilize Kandji for Mac device management and support.
• Support Windows 11 devices and users as needed.
• Provide White Glove and VIP support to executives and senior leadership.
• Troubleshoot hardware, software, operating system, and connectivity issues.
• Support Microsoft Office 365 and Microsoft Teams.
• Manage and resolve incidents and service requests through ServiceNow.
• Install, configure, move, add, and change PC hardware and software.
• Support network printers, mobile devices, and general office technology.
• Provide conference room and audio-visual support, including Logitech MTRs and Microsoft Teams Rooms.
• Provide technical support during executive meetings and ensure conference room technology is functioning properly.
• Support iOS and Android mobile devices.
• Perform physical PC repair, maintenance, and equipment replacement.
• Assist with IT equipment disposal and asset-related activities.
• Track, document, and resolve technical issues and service requests.
• Identify recurring technical issues and support trends and recommend solutions.
• Maintain strong relationships with business users, executives, and IT team members.

• Minimum 3+ years of experience in Desktop Support, IT Support, or End User Support.
• Strong hands-on experience supporting macOS and Apple hardware, including MacBooks and iMacs.
• Hands-on experience with Kandji.
• Experience supporting Windows 11.
• Experience with Microsoft Office 365 and Microsoft Teams.
• Experience using ServiceNow or similar ITSM ticketing tools.
• Experience supporting conference room and audio-visual equipment.
• Experience with Logitech MTRs and/or Microsoft Teams Rooms.
• Experience providing White Glove, VIP, or Executive Support.
• Strong troubleshooting and analytical skills.
• Excellent written and verbal communication skills.
• Professional demeanor and ability to work directly with executives and senior leadership.

Preferred Skills

• Physical PC repair and maintenance experience.
• Experience supporting iOS and Android devices.
• Strong customer service skills.
• Highly organized with the ability to prioritize multiple tasks.
• Strong attention to detail.
• Ability to work independently and as part of a team.
• Strong problem-solving and interpersonal skills.