Desktop Technician II

About the role

Our client is seeking an experienced IT Support Analyst to provide high-touch deskside and remote support for employees across the organization. This role is ideal for a customer-focused IT professional who enjoys solving technical issues while delivering exceptional service to end users, including executive-level employees. The position offers long-term stability within a collaborative IT environment and will support a variety of desktop, hardware, software, and enterprise technology initiatives.

Responsibilities

• Provide Level 1 and Level 2 technical support both remotely and onsite.
• Troubleshoot and resolve hardware, software, operating system, network connectivity, and peripheral issues.
• Manage and maintain support tickets through ServiceNow, ensuring timely updates and documentation.
• Respond to help desk requests, monitor support queues, and follow up to ensure issue resolution.
• Support desktop, laptop, monitor, printer, and peripheral installations and replacements.
• Assist with new hire onboarding, workstation setup, and employee offboarding processes.
• Draft and distribute outage notifications, maintenance communications, and status updates.
• Support enterprise technology rollouts, upgrades, hardware refreshes, and project initiatives.
• Conduct occasional field visits to support users and business operations.
• Identify recurring issues and collaborate with other IT teams to develop long-term solutions.
• Create and maintain documentation, procedures, and training materials.

Preferred Experience

• 5+ years of IT support experience in a corporate environment.
• Strong experience troubleshooting computers, operating systems, and enterprise technology issues.
• Strong knowledge of Windows operating systems and desktop support best practices.
• Experience supporting Microsoft Office applications including Outlook, Word, and Excel.
• Experience working with ServiceNow or comparable ticketing systems.
• Experience supporting Microsoft 365 environments is preferred.
• Experience with endpoint management tools and enterprise hardware deployments is a plus.
• Excellent written and verbal communication skills.
• Ability to communicate effectively with both technical and non-technical users.
• Strong customer service mindset with a focus on professionalism and follow-through.

Ideal Candidate Profile

• Highly professional and polished with strong interpersonal skills.
• Thrives in a customer-facing environment and enjoys providing white-glove support.
• Detail-oriented with excellent follow-up and documentation habits.
• Takes ownership of issues through resolution and proactively communicates with users.
• Comfortable supporting executives, business leaders, and end users at all levels.
• Adaptable problem solver who enjoys learning new technologies and processes.
• Team-oriented professional who works well across departments and functions.
• Dependable, organized, and committed to delivering an exceptional support experience.

Pay

$25–28/hour

Benefits

• Medical, dental, and vision insurance
• 401K