Desktop Support Engineer II

Responsibilities

• Work all assigned incidents and service requests within the service desk system in accordance with defined service level agreements (SLAs).
• Provide advanced troubleshooting and resolution for hardware, software, telephony, and peripheral issues to support employee productivity.
• Leverage enterprise desktop automation tools and recommend opportunities to automate and streamline support processes.
• Analyze, recommend, and support standardized hardware and software solutions across the organization.
• Document, maintain, and improve procedures related to IT standards, policies, and desktop support best practices.
• Maintain accurate inventory of hardware, software, and licensing assets to ensure compliance and operational readiness.
• Manage asset provisioning, initial technical setup, user orientation, and asset retrieval for employee onboarding and offboarding.
• Manage physical security systems and oversee daily facility operations, including maintenance, repairs, and in-suite facility requests.
• Serve as a primary point of contact for facility-related IT inquiries from employees and management.
• Participate in IT-related projects and perform additional duties as assigned to support departmental and organizational goals.

Requirements

• Achieve an associate degree in computer science or a related field, or an equivalent combination of education, training, or experience.
• Have at least 4 years of experience working in Information Technology.
• Have at least 2 years of experience in a desktop or end-user support role.

Desired Skills

• Have hands-on experience supporting Microsoft enterprise environments, including Active Directory, Entra ID, Intune, Group Policy, and/or core networking concepts (DNS/DHCP).
• Have experience supporting end-user devices and peripherals, including laptops, desktops, printers, scanners, and conference room A/V equipment.
• Be familiar with endpoint management, remote installation, and desktop automation tools in an enterprise environment.
• Have working knowledge of IT service management tools such as ServiceNow.
• Have exposure to networking and telephony technologies, including Cisco Meraki infrastructure and VoIP systems.
• Show strong analytical and troubleshooting skills with the ability to resolve technical issues efficiently.
• Show excellent written and verbal communication skills with a strong customer service focus.
• Show ability to work effectively in a collaborative, team-oriented environment; prior team lead or mentoring experience is a plus.