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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Desktop Support Technician II - **Company:** IT1 Limited Liability Company - **Location:** Irving, TX, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Business Software, Collaborative Software, Desktop Computing, Issue Tracking Systems, System Center Configuration Manager, Network Connections, Visual Systems, Enterprise Software Applications, ServiceNow IT Service Management, Peripherals, Microsoft InTune, Laptops, Servicenow - **Published:** June 20, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=40fbfd274a30377c ## About the Role Do you have experience in Ticketing system technical support?, The ideal candidate combines technical expertise with strong interpersonal skills, enabling them to deliver a "white-glove" support experience, particularly for executive leadership and high-priority users., * 2-5+ years of experience in desktop or end-user support * Experience supporting Windows-based environments and enterprise applications * Hands-on experience with hardware troubleshooting (desktops, laptops, printers, peripherals) * Familiarity with IT ticketing systems (e.g., ServiceNow or similar) * Strong customer service and communication skills Preferred Qualifications * Experience with endpoint management tools (e.g., Intune, MECM/SCCM) * Experience supporting executive/VIP users in a corporate environment * Relevant certifications (CompTIA A+, Network+, ITIL Foundation) * Experience in regulated industries (e.g., financial services) ## Description The Desktop Support Technician is responsible for delivering high-quality, end-user support across the organization, with a strong focus on customer experience, VIP/executive support, and reliable technical service delivery. This role provides hands-on and remote support for hardware, software, and enterprise systems while ensuring minimal disruption to business operations., * Customer Service & End-User Support * + Provide responsive, professional, and courteous technical support to all end users * + Deliver a high-quality customer experience by communicating clearly and setting expectations * + Maintain ownership of incidents and service requests from initiation through resolution * + Ensure timely updates and accurate documentation within the ticketing system * VIP / Executive Support * + Provide white-glove technical support to executive leadership and VIP users * + Anticipate and proactively address technical needs to minimize downtime * + Maintain a high degree of professionalism, discretion, and urgency when handling executive requests * + Support executive workstations, mobile devices, and conference room setups with minimal disruption * Event & Meeting Support * + Provide technical support for meetings, conferences, and special events * + Set up and troubleshoot: * + o Conference room technology * + o Audio/visual systems * + o Collaboration tools (Teams, conferencing platforms) * + Ensure smooth operation of technology during live events and quickly resolve issues as they arise * Technical Troubleshooting (Hardware & Software) * Diagnose and resolve issues related to: * + Windows operating systems * + Standard business applications * + Network connectivity and user access * Perform installation, configuration, and maintenance of desktops, laptops, and peripherals * Troubleshoot and support: * + Printers and secure print systems * + Docking stations, monitors, and accessories * Escalate complex issues to appropriate teams while maintaining ownership * Endpoint & Device Support * Support device lifecycle activities, including: * + Imaging and device deployment * + Hardware replacements and refresh programs * + Onboarding/offboarding setup and equipment provisioning * Ensure endpoints are configured according to enterprise standards * Operational Support & Documentation * Utilize ITSM tools (e.g., ServiceNow) to manage incidents, requests, and tasks * Maintain accurate and complete ticket documentation for all work performed * Follow established policies, procedures, and escalation processes * Contribute to knowledge base articles and process documentation ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Building a Cross-Platform BLE Client with Kotlin Multiplatform and Kable](https://www.wearedevelopers.com/videos/100250-building-a-cross-platform-ble-client-with-kotlin-multiplatform-and-kable) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing) - [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) ## Related Articles - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany)