Desktop Support Technician II

What You Will Do

Nissha Medical Technologies is looking for a Desktop Support Technician II to join our Information Technology team! This role is responsible for providing advanced technical support to end users across the organization, troubleshooting and resolving complex hardware, software, network, and system issues. This role handles incidents that cannot be resolved by initial help desk support, identifies root causes, and works with IT teams and vendors to implement solutions. The technician also supports desktop deployments, system upgrades, user access, and IT infrastructure while maintaining accurate documentation and helping improve IT support processes.

• Troubleshoot and resolve advanced desktop, laptop, hardware, software, and operating system issues escalated from help desk support.
• Diagnose and resolve complex technical issues involving Windows operating systems, network connectivity, VPN, printers, Microsoft 365, and other business applications.
• Install, configure, maintain, and upgrade computer hardware, software, operating systems, and peripheral devices.
• Support Active Directory, user accounts, permissions, group policies, and endpoint management tools.
• Investigate recurring technical issues, perform root cause analysis, and implement permanent solutions to prevent repeat incidents.
• Document troubleshooting steps, resolutions, configurations, and technical procedures in the IT service management system and knowledge base.
• Assist with IT projects, including desktop deployments, equipment refreshes, software rollouts, system migrations, and infrastructure upgrades.
• Collaborate with network administrators, systems administrators, cybersecurity teams, vendors, and other IT personnel to resolve complex issues.
• Provide technical guidance and mentorship to help desk support staff and assist with knowledge sharing.

What You Bring

Core Qualifications

• Associate degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• 3–5 years of experience in desktop support, IT support, or a related technical role.
• Experience troubleshooting and resolving complex hardware, software, operating system, and connectivity issues.
• Strong knowledge of Microsoft Windows operating systems and Microsoft 365 applications.
• Experience with Active Directory, Group Policy, and user account administration.

Preferred Qualifications

• Experience supporting laptops, desktops, printers, mobile devices, and other IT peripherals.
• Knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and wireless connectivity.
• Experience with ticketing systems and IT service management processes.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities, work independently, and perform effectively under pressure.
• Ability to communicate technical information clearly to both technical and nontechnical users.
• Ability to travel to out of state locations for onsite support, equipment refreshes and project implementation of new technology.

Professional Traits We Value

• Operating Systems: Microsoft Windows 10/11, Windows troubleshooting, system imaging, configuration, and deployment.
• Microsoft Platforms: Microsoft 365, Outlook, Teams, OneDrive, SharePoint, and related business applications.
• Identity and Access Management: Active Directory, Group Policy, user permissions, account management, and Microsoft Entra ID.
• Hardware Support: Desktop and laptop diagnostics, component replacement, docking stations, monitors, and peripheral troubleshooting.
• Networking: TCP/IP, DNS, DHCP, VPN, Wi-Fi, network connectivity, and basic network troubleshooting.