Desktop Support Engineer Level II

About the role

We are seeking a skilled and customer-focused Desktop Support Engineer Level II to join our team. The ideal candidate will have strong technical expertise and a passion for solving technical issues. This role involves providing desktop support to end-users, troubleshooting hardware and software problems, and ensuring seamless IT operations.

Responsibilities

• Provide hands-on technical support for desktops, laptops, printers, A/V equipment, scanners and related peripherals
• Troubleshoot and resolve hardware, software, and network-related issues
• Install, configure and maintain operating systems, applications and IT-related equipment
• Support end-users with software applications, including operating systems, Microsoft Office, and other business applications
• Setup and manage user accounts, access permissions and security settings across Microsoft Entra and related platforms
• Document technical issues and resolutions in the ticketing system
• Work with cross-functional teams to support business applications and IT-related initiatives
• Maintain IT infrastructure, including servers, networks and workstations
• Aid in IT projects, including system upgrades, cloud migrations and infrastructure improvements
• Provide guidance and training to end-users on IT best practices and security policies
• Functional understanding and use cases for AI

Requirements

• Previous experience as a Desktop Support, IT Support Specialist, or similar role
• Strong knowledge of Windows Operating systems including Windows 10 & 11
• Familiarity with remote desktop support tools (e.g., TeamViewer, Remote Desktop, N-ABLE)
• Experience with Microsoft 365 and Azure, including Microsoft Intune, Defender and Office 365
• Solid understanding of networking principles and equipment (TCP/IP, DNS, DHCP)
• Excellent analytical, verbal and written communication skills
• Ability to adapt easily, prioritize tasks, follow through and resolve issues in a fast-paced, team-oriented environment while maintaining excellent customer service

Qualifications

• Minimum qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field
• Minimum 2 years of relevant experience
• CompTIA A+ Certification, Microsoft Certified: Modern Desktop Administrator Associate, or similar certifications preferred

Skills

• In-depth knowledge of business platforms (Microsoft 365, Windows, Salesforce, QuickBooks)
• Understanding of and experience with scripting languages (e.g., PowerShell, Python, SQL)
• Knowledge of cloud-based services and virtualization technologies
• Experience managing ticketing system (e.g., Zendesk) and workflows
• Strong analytical and troubleshooting skills
• Typing
• Knowledge of basic networking concepts (TCP/IP, DNS, DHCP, VPNs)
• Familiarity with desktops, laptops, peripherals, and mobile devices
• Expertise in providing both in-person and remote support to end-users
• Strong communication skills for explaining technical issues in simple terms to non-technical users
• Ability to prioritize tasks and handle multiple support requests efficiently
• Excellent interpersonal and communication skills
• Empathy and patience when dealing with frustrated or non-technical users

Benefits

Our company offers a competitive benefits package that includes:

• Health insurance
• Dental insurance
• Vision insurance
• Paid time off
• Flexible spending accounts
• Retirement savings plan

Pay

$70,000 - $90,000 annually

Schedule

Monday - Friday, 8am-5pm