Site Support

Summary

The Desktop Support II provides desktop support services for end users across the organization. This role is responsible for troubleshooting common to moderately complex hardware, software, connectivity, account, peripheral, and endpoint issues while supporting day-to-day IT operations.

This position is suited for an experienced desktop support technician who can work independently on routine and intermediate support requests, follow established processes, document work clearly, and escalate more complex issues when appropriate.

Key Responsibilities

• Provide day-to-day desktop support for hardware, software, peripherals, printers, remote access, and enterprise applications.
• Troubleshoot common and moderately complex issues related to Windows 10/11, Microsoft 365, authentication, network connectivity, endpoint performance, and business applications.
• Assist with user account, device, and access-related support using approved tools and procedures.
• Support walk-up, remote, and general desktop support activities.
• Perform endpoint imaging, provisioning, deployment, repair coordination, and device recovery tasks.
• Support endpoint backup solutions through participation in backup enrollment, setup, and validation using approved tools.
• Support virtual desktop (VDI) environments including VDI provisioning and basic troubleshooting.
• Support software installations and updates, through desk-side support or using supported tools, including RMM pushes and software portals.
• Participate in regular patching activities, including monthly OS and application patching, remediation, compliance tracking, and patching success.
• Proactively identify recurring endpoint issues and contribute to improving system reliability and performance.
• Act as Tier 2 escalation support for endpoint-related issues and resolve moderately complex problems independently.
• Escalate complex, recurring, or high-impact issues to senior technicians or other IT groups when needed.
• Create and update knowledge base articles, troubleshooting notes, and support documentation.
• Maintain accurate ticket documentation, communicate clearly with end users, and follow established SLA and escalation processes.
• Assist with project work such as device refreshes, software rollouts, hardware deployments, and site support activities.

Qualifications

• 3+ years of experience in desktop support, service desk support, EUC support, IT operations, or a related technical support role.
• Experience troubleshooting Windows 10/11, Microsoft 365, endpoint hardware, printers, peripherals, remote support tools, and common enterprise applications.
• Experience with endpoint management platforms such as Intune, SCCM, ManageEngine Endpoint Central, Tanium, or similar.
• Working knowledge of Active Directory, Entra ID/Azure AD, user and device administration, authentication, VPN, and basic network troubleshooting.
• Experience with endpoint lifecycle activities such as imaging, provisioning, deployment, refresh, repair, and recovery.
• Experience using ticketing platforms such as ServiceNow, Jira Service Management, or similar.
• Understanding of IT support practices including incident management, request fulfillment, escalation, SLA adherence, and knowledge management.
• Strong customer service, communication, documentation, organization, and troubleshooting skills.
• Ability to work independently on assigned tickets and escalate appropriately when additional support is needed.

Preferred Qualifications

• Experience with software deployment, patching, device compliance, or endpoint inventory reporting.
• Basic PowerShell or scripting experience.
• Experience supporting Microsoft Teams Rooms, conference rooms, or AV systems.
• Experience supporting multi-site, enterprise, manufacturing, healthcare, finance, or other operationally complex environments.
• Experience with IT asset management or hardware lifecycle support.
• CompTIA A+, Network+, Microsoft, ITIL Foundation, or similar certifications.

Typical Education and Experience

• High School Degree or equivalent
• 2 – 3 years of related experience