Desktop Support Technician II

Responsibilities

• Provides advanced technical support and troubleshooting to end users and our analyst team.
• Maintains the ticket queue and ensures service level standards are met.
• Solves technical issues, performs hardware imaging, software deployments, and system support for production systems.
• Creates and changes user accounts and implements new systems and processes for end-users.
• Designs and maintains the base image for laptops.
• Manages Office 365, focusing on Exchange and Teams admin center needs.
• Manages Windows updates and scheduled deployments.
• Ensures the user access process is managed, including granting access to key systems.
• Affords assistance to desktop engineering analysts as needed.
• Maintains monitoring of ticket incidents and service requests, adhering to service standards.
• Serves as an escalation point for complex technical issues.
• Conducts root cause analysis to identify recurring issues and recommends solutions.
• Identifies knowledge gaps and creates technical documentation for support staff.
• Participates in knowledge-sharing sessions and technical training initiatives.

Qualifications

• Associate degree in Computer Science, Information Technology, or two years of equivalent education and experience.
• Excellent troubleshooting skills.
• Basic familiarity with ITSM systems.
• Technical documentation experience.
• Experience supporting cloud-based technologies (Intune/Autopilot).
• Experience with Active Directory and group management.
• Experience with Windows Patching and deployments.
• Experience writing command line and PowerShell scripts.
• Experience with Exchange/Outlook and Microsoft Teams administration.
• Experience supporting Mac OS and Jamf (preferred but not required).