Desktop Support Technician II

We are seeking an experienced Service Desk Analyst 2 / Desktop Support Technician to provide high-touch technical support to employees across a corporate computing environment. This role is ideal for a customer-focused IT professional with strong hands-on experience supporting both Mac and Windows environments, with a heavier emphasis on Mac., Desktop & Technical Support

• Provide Tier 1 and Tier 2 technical support for Mac and Windows computers
• Troubleshoot and replace laptop and desktop hardware
• Build, configure, and deploy new workstations and laptops
• Install, upgrade, and troubleshoot hardware and software on Windows and macOS systems
• Support approximately 70% Mac and 30% Windows environments
• Troubleshoot enterprise applications, email, printing, connectivity, networking, and remote access
• Provide support for mobile devices, including iOS and Android

Service Desk & Ticket Management

• Monitor and manage the IT support queue using ServiceNow
• Log, prioritize, assign, troubleshoot, and document incidents and service requests
• Investigate issues, identify root causes, and determine appropriate escalation paths
• Maintain detailed and accurate ticket documentation
• Follow established SLAs, SOPs, and escalation procedures
• Manage customer issues through resolution and provide proactive follow-up

Executive & Customer Support

• Provide high-touch, professional technical support to employees at all levels
• Support C-level executives and other senior leadership
• Deliver excellent face-to-face, phone, email, and remote support
• Communicate technical solutions clearly to both technical and non-technical users
• Demonstrate empathy, professionalism, and strong customer-service skills
• Maintain positive relationships through consistent customer follow-up

Hardware, Software & Asset Support

• Perform hardware upgrades, equipment replacement, and asset disposal
• Support hardware and software inventory processes
• Manage loaner equipment programs
• Perform new-hire setups, employee terminations, relocations, and workstation changes
• Support remote imaging and automated software updates
• Apply operating system and security updates to protect systems from malware and vulnerabilities

Knowledge & Continuous Improvement

• Research and resolve intermediate and complex technical issues
• Document technical solutions and contribute to knowledge-base content
• Identify recurring issues and recommend preventive solutions
• Collaborate with engineering and other technical teams on escalated issues
• Participate in projects and complete assigned technical deliverables
• Share troubleshooting knowledge and best practices with team members

The successful candidate will troubleshoot hardware, software, operating system, connectivity, and enterprise application issues while managing tickets through ServiceNow. This position requires excellent communication skills, strong customer service, and the ability to work effectively with employees at all levels, including C-level executives., * 3-5 years of Service Desk and Desktop Support experience required

• Strong hands-on experience supporting both Mac and Windows environments
• Experience supporting a Mac-heavy corporate environment
• Experience providing technical support to executives/C-level users
• Experience with ServiceNow or another enterprise ITSM/ticketing platform
• Strong troubleshooting and problem-solving abilities
• Experience supporting hardware, software, networking, email, printing, and connectivity
• Familiarity with macOS and Windows 10/11
• Working knowledge of Active Directory and wired/Wi-Fi networking
• Familiarity with Exchange, software distribution, and enterprise technologies
• Experience with Google Workspace and collaboration tools such as Slack
• Strong customer service, communication, and interpersonal skills
• Ability to work independently and collaboratively in a fast-paced environment
• Associate’s degree in Computer Technology or related field, or equivalent experience preferred, * 3-5 years of Service Desk / Desktop Support experience
• Strong Mac and Windows troubleshooting experience
• 70% Mac / 30% Windows environment experience preferred
• ServiceNow ticketing system experience
• Experience supporting C-level executives
• Strong customer service and communication skills
• Hardware/software troubleshooting and workstation deployment
• Ability to manage and prioritize a technical support queue, * Experience in a corporate walk-up / face-to-face support environment
• ITIL v4, CompTIA, ACMT, or CCT certification
• Experience with Google Workspace / Google Sheets
• Experience with Slack and Zoom
• Experience supporting iOS and Android devices
• Knowledge of Citrix, VDI, or enterprise telephony platforms
• Experience creating or maintaining IT knowledge-base documentation
• Experience partnering with Tier 3 engineering teams