Desktop Support Technician II

Key Responsibilities

• Provide responsive, professional, and courteous technical support to all end users.
• Maintain ownership of incidents and service requests from initiation through resolution.
• Ensure timely updates and accurate documentation within the ticketing system.
• Provide white-glove technical support to executive leadership and VIP users.
• Anticipate and proactively address technical needs to minimize downtime.
• Maintain a high degree of professionalism, discretion, and urgency when handling executive requests.
• Support executive workstations, mobile devices, and conference room setups with minimal disruption.
• Provide technical support for meetings, conferences, and special events.
• Set up and troubleshoot: Conference room technology, audio/visual systems, collaboration tools (Teams, conferencing platforms).
• Ensure smooth operation of technology during live events and quickly resolve issues as they arise.
• Diagnose and resolve issues related to: Windows operating systems, standard business applications, network connectivity and user access.
• Perform installation, configuration, and maintenance of desktops, laptops, and peripherals.
• Troubleshoot and support: Printers and secure print systems, docking stations, monitors, and accessories.
• Escalate complex issues to appropriate teams while maintaining ownership.
• Support device lifecycle activities, including: imaging and device deployment, hardware replacements and refresh programs, onboarding/offboarding setup and equipment provisioning.
• Ensure endpoints are configured according to enterprise standards.
• Utilize ITSM tools (e.g., ServiceNow) to manage incidents, requests, and tasks.
• Maintain accurate and complete ticket documentation for all work performed.
• Follow established policies, procedures, and escalation processes.
• Contribute to knowledge base articles and process documentation.

Requirements

• 2-5+ years of experience in desktop or end-user support.
• Experience supporting Windows-based environments and enterprise applications.
• Hands-on experience with hardware troubleshooting (desktops, laptops, printers, peripherals).
• Familiarity with IT ticketing systems (e.g., ServiceNow or similar).
• Strong customer service and communication skills.