Desktop Support Technician II

About the role

The Desktop Support Technician Level II provides advanced technical support and serves as a (Helpdesk / Service Desk) escalation point for Level II support. This role partners closely with IT teams and business segments to ensure reliable end-user support and system functionality.

Responsibilities

• Troubleshoot and resolve escalated tickets from Helpdesk / Service Desk
• Computer imaging, computer deployment, and computer recovery
• Shipping and receiving computer equipment
• Support enterprise and in house applications
• Assist with system upgrades, patches, and maintenance activities
• Partner with IT teams (network, security, systems) to resolve issues
• Train and mentor junior support staff
• Maintain and improve support documentation and processes
• Adhering to company IT policies, procedures and checklists
• Organization; maintain computer equipment and computer inventory
• Ticketing system; managing a queue and prioritization of tickets
• Time management
• White Glove support for VIP, C levels and upper management
• Advanced support for computer software in a corporate environment
• Advanced support for computer hardware in a corporate environment
• Hardware repairs of HP Laptop; keyboards, hard drives, display screens and more
• Hands on tech support at the Houston Corporate office
• Provide remote tech support using remote tools; Bomgar/Remote Trust
• Being on time and working in a scheduled work shift with team members
• Professional demeanor in a corporate work environment

Requirements

• 3–7+ years of IT hands on desktop support experience
• Good troubleshooting skills across Windows environments and common enterprise tools
• Experience with Active Directory, Microsoft O365, and Imaging tools
• Familiarity with networking basics
• Good problem-solving
• Customer service
• Good communication skills (ability to articulate to the user successfully)

Benefits

• Medical (FT Employees)
• Dental
• Vision
• Voluntary UNUM offering for Accident, Critical Illness and Hospital Indemnity
• Discount Program
• Commuter Benefits (Parking and Transit)
• EAP
• 401k
• Sick Time
• Holiday Pay (9 paid holidays)
• Tuition Reimbursement (FT Employees)
• Paid Time Off

Pay

Compensation Range $26.00 to $28.90 per hour, based on experience.

Schedule

This position is based at Elior’s Houston, TX corporate headquarters. In office Monday – Friday.