The Desktop Support Technician II serves as an advanced support resource within the End User Support team, responsible for resolving complex desktop, endpoint, and application-related issues escalated from Tier 1. This on-site role provides hands-on and remote user support across Windows and macOS environments, delivering high-quality service to end users while ensuring compliance with corporate IT standards and security policies. The Technician II collaborates closely with Tier 3 engineers and global IT teams to ensure efficient resolution of issues and continuous service improvement.
Tier 2 Escalation & Advanced Support
Serve as Tier 2 escalation for tickets unresolved by Tier 1 within defined SLAs.
Perform advanced troubleshooting of hardware, software, and operating system issues.
Resolve networking-related endpoint issues (LAN, Wi-Fi, VPN).
Troubleshoot Microsoft 365, Active Directory, and email-related issues.
Support A/V and conference room technology as needed.
Provide limited executive and onsite leadership support when required.
Endpoint Provisioning & Lifecycle Support
Image and configure Windows and macOS devices for onboarding.
Assist with device provisioning using corporate standards and management tools.
Manage asset inventory including new, returned, and remote assets.
Coordinate hardware warranty claims and vendor replacements.
Assist with hardware refresh initiatives and lifecycle tracking.
Identity, Access & Application Support
Administer and troubleshoot Active Directory and Microsoft 365 accounts.
Support MFA configuration and access-related issues.
Assist with application installation, plugin issues, and software deployment challenges.
IT Service Management & Process Excellence
Apply ITSM best practices (incident, problem, and change management).
Maintain detailed documentation and update knowledge base articles.
Mentor Tier 1 technicians and act as an escalation point when needed.
Collaborate with Tier 3 for recurring issue analysis and long-term solutions.
Qualifications
Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
3–5 years of experience in Desktop Support, Helpdesk, or End User Computing roles.
Strong troubleshooting skills across Windows and macOS environments.
Experience supporting Microsoft 365, Active Directory, DHCP, and DNS.
Experience with imaging, hardware deployment, and asset lifecycle management.
Working knowledge of ITSM practices and service desk tools.
Strong communication and customer service skills.
Preferred Certifications
CompTIA A+
Microsoft Certified: Modern Desktop Administrator Associate
ITIL Foundation
Work Environment
On-site position (Richardson HQ).
Hands-on desktop and meeting room support.
Collaboration with global IT teams and Tier 3 engineering resources.
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