Desktop Service Technician II

Stratasys is leading the global shift to additive manufacturing with innovative 3D printing solutions for industries such as aerospace, automotive, consumer products, and healthcare. Through smart and connected 3D printers, polymer materials, a software ecosystem, and parts on demand, Stratasys delivers competitive advantages at every stage in the product value chain.

About the role

The Desktop Service Technician II provides advanced desktop and end-user support for hardware, software, mobile devices, collaboration tools, and IT services. This role serves as a Tier 2 escalation point for complex technical issues, supports technology deployments and lifecycle initiatives, and works closely with Service Desk, Infrastructure, and Security teams to ensure a high-quality user experience.

Responsibilities

• Provide Tier 2 support for hardware, software, operating system, mobile device, printer, and peripheral issues
• Serve as an escalation point for incidents that cannot be resolved by the Service Desk
• Diagnose and resolve complex technical issues while maintaining SLA objectives
• Provide white-glove support for executives, VIPs, board meetings, and high-visibility events
• Support local and remote users across multiple locations
• Deploy, configure, and maintain desktops, laptops, mobile devices, and workplace technology solutions
• Support employee onboarding, offboarding, hardware refresh programs, and Windows migrations
• Manage inventory, asset tracking, warranty coordination, and device lifecycle activities
• Assist with software deployments, patching, and endpoint management initiatives
• Support Microsoft 365, Teams, Teams Rooms, conferencing equipment, docking stations, monitors, and peripherals
• Assist with conference room technology implementations and troubleshooting
• Coordinate with Infrastructure, Networking, Security, and third-party vendors to resolve issues and support projects
• Create and maintain technical documentation, knowledge base articles, and standard operating procedures
• Identify recurring issues and recommend process improvements
• Participate in testing, validation, and implementation of new technologies and services
• Share knowledge and mentor junior technicians as needed
• Follow all company safety policies and procedures
• Attend all required company training
• Demonstrate commitments to Stratasys Behaviors by leading, acting, and modeling these values
• Other responsibilities as assigned by the department or manager

Requirements

• Associates Degree in IT/MIS or 3+ years of applicable work experience in lieu of degree
• 2+ years of related field service, technical support, help desk, or equipment maintenance experience
• Proven experience as a Field Service Technician or in a similar technical support role
• Strong knowledge of electronic and mechanical systems, including troubleshooting, repairs, and preventive maintenance
• Excellent customer service, communication, and time management skills in a field-based environment
• Ability to work independently, coordinate with internal partners, and support flexible business needs

Skills

• Previous ServiceNow experience a plus
• Strong verbal and written interpersonal and communication skills
• Excellent follow-through, attention to detail, and task management skills
• Strong problem-solving skills and sound decision-making ability
• Experience supporting technical field operations, customer-facing equipment, or advanced manufacturing environments is preferred

Travel

10%, regional

Pay

The typical starting hourly pay is from $25.60 to $28.91, which does not include variable incentive pay. This range represents a good faith estimate for this position. Your individual base pay will depend on your skills, qualifications, geographical location, and/or experiences.

Benefits

• Comprehensive total rewards package (e.g., Medical, Dental & Vision, Health Savings Accounts, Mental Health Resources)
• Recognition programs
• Employee stock purchase plan
• 401(k) with company match