Desktop Technician II

About the role

The Desktop Technician II provides senior-level, hands-on support across the full lifecycle of end-user computing and mobile devices at Bath Iron Works, including laptops, desktops, tablets, smartphones, printers, and peripherals. The role independently resolves complex hardware, operating system, and application issues; administers mobile devices and MDM policies; owns portions of deployment and refresh planning; and provides technical guidance and escalation support to Desktop Technician I. The Desktop Technician II serves as the primary on-call resource for the desktop and mobility team and partners with Client Infrastructure Design (CID) engineers on projects, standards, and complex issue resolution.

Responsibilities

• Safety Leadership
  • Comply with all BIW safety and security standards while working in environments that range from administrative offices to active manufacturing and shipboard areas.
  • Identify and report hazards and follow established procedures when handling, lifting, moving, and disposing of equipment.
• Project Execution
  • Set up, image, and configure laptops, desktops, mobile devices, and peripherals in compliance with BIW build standards, and refine local procedures where gaps are identified.
  • Administer mobile devices and MDM policies (enrollment, application deployment, configuration profiles, and carrier coordination), and support MDM policy changes coordinated with CID engineering.
  • Own portions of hardware deployment, device refresh, equipment move, and operating system rollout planning and execution, and coordinate Desktop Technician I activity to meet milestones.
  • Independently resolve complex break/fix issues involving hardware failures, OS-level problems, application conflicts, and multi-system interactions, performing root-cause analysis and escalating to Endpoint Engineering when the issue requires design-level remediation.
  • Serve as primary on-call resource for the desktop and mobility team, providing after-hours and weekend coverage on a scheduled rotation.
  • Travel between sites and work at various locations as needed.
  • Other duties as assigned.
• Training and Development
  • Maintain current, in-depth working knowledge of supported hardware, operating systems, and management tools, and pursue and obtain relevant technical certifications.
  • Mentor Desktop Technician I and newly hired staff, providing technical guidance, hands-on coaching, and structured knowledge transfer.
• Team Collaboration and Communication
  • Serve as the primary escalation point for Desktop Technician I and the Service Desk on complex hardware, operating system, and application issues.
  • Partner with Endpoint Engineering and other IT teams on projects, standards, and complex incident resolution.
  • Document all work, device, and user data accurately in the IT service management platform and reinforce documentation standards with Desktop Technician I.
  • Communicate clearly with stakeholders ranging from senior leadership to the manufacturing floor and translate complex technical issues into business-appropriate language.
• Continuous Improvement
  • Author knowledge base articles for complex issue resolution and internal team procedures, and review and improve articles submitted by Desktop Technician I to maintain overall quality.
  • Identify recurring problems and recommend improvements to device standards, build processes, and support workflows to Endpoint engineering.

Requirements

• High school diploma or equivalent.
• At least one current industry certification such as CompTIA A+, a Microsoft endpoint/Modern Desktop certification, or ITIL Foundation.
• Must be able to satisfy BIW background-check and site-access requirements.
• Minimum of 5 years of hands-on desktop/endpoint support experience in an enterprise environment, including complex troubleshooting and root-cause analysis.
• Demonstrated experience deploying, imaging, and configuring Windows laptops and desktops using an enterprise endpoint management tool (e.g., MCM).
• Demonstrated experience administering mobile devices and MDM policies for iOS/iPadOS and Android.
• Working knowledge of Active Directory and Group Policy, IT service management ticketing (e.g., ServiceNow), and work tracking (e.g., Jira).

Qualifications

• Preferred: Associate’s degree in information technology, computer science, or a related field, or equivalent technical training.
• Preferred: Prior mentoring experience, PowerShell familiarity, and experience in a defense, manufacturing, or other regulated environment.