Desktop Support Specialist II

Key Responsibilities

• Provide Tier II technical support for complex hardware, software, and connectivity issues.
• Diagnose and resolve escalated issues involving operating systems, devices, peripherals, and enterprise applications.
• Perform root cause analysis and ensure issues are fully resolved and documented.
• Configure, image, and deploy user workstations and peripherals (monitors, docking stations, printers, headsets, etc.).
• Ensure devices are compliant with CPM standards and ready for productive use.
• Maintain and validate hardware functionality.
• Install, configure, and support enterprise-standard software in alignment with Corporate IT specifications.
• Provision and manage user environments.
• Add, modify, and disable user accounts in Active Directory and Office 365 following established CPM controls and processes.
• Enforce CPM IT security and data privacy standards.
• Support license management and ensure systems remain compliant with corporate policies.
• Create and maintain technical documentation, procedures, and user guidance.
• Support user adoption of new tools, systems, and enterprise initiatives.
• Participate in cross-site and enterprise-wide IT projects, including acquisitions and site assessments.
• Coordinate with local site contacts while maintaining alignment with corporate IT direction and standards.

Qualifications

• Strong working knowledge of computer hardware, peripherals, operating systems, and enterprise software.
• Solid understanding of networking fundamentals.
• Proven ability to troubleshoot complex technical issues independently.
• Strong organizational skills with consistent follow-through.
• Clear and professional communication across regions and time zones.
• Ability to manage multiple priorities in a global support environment.
• Enterprise-first mindset with strong ownership and accountability.