The Desktop and Site Support Technician II provides Tier 2 technical support for end users, ensuring reliable operation of desktop systems, laptops, mobile devices, peripherals, and on-site IT infrastructure. This role handles escalated support issues, assists with system deployments, and supports day-to-day IT operations across one or more locations.
Associate degree in IT, Computer Science, or related field or equivalent experience
2–4 years experience in desktop or technical support roles
Strong working knowledge of:
Windows 10/11 and basic macOS support
Microsoft 365 (Outlook, Teams, OneDrive)
Active Directory / Azure AD
Hardware troubleshooting (PCs, laptops, printers)
Experience using ticketing systems (ServiceNow, Jira, etc.)
Industry certifications (e.g., CompTIA A+, Network+, Microsoft certifications)
Experience with endpoint management tools (Intune, SCCM, JAMF)
Basic scripting or automation knowledge (PowerShell a plus)
Experience supporting multiple sites or enterprise environments
Strong problem-solving and analytical skills
Excellent communication and customer service abilities
Ability to prioritize and manage multiple tasks
Team-oriented with the ability to work independently
Attention to detail and documentation accuracy
Provide Level 2 desktop and site support for hardware, software, and network-related issues
Troubleshoot and resolve problems related to Windows/macOS, Microsoft 365, printers, and standard business applications
Support PC, laptop, and mobile device imaging, deployment, and replacement
Diagnose and resolve network connectivity issues (LAN/Wi-Fi/VPN)
Install, configure, and maintain workstations, peripherals, and AV equipment
Escalate complex issues to Tier 3 or specialized teams when required
Support user account management (Active Directory, Azure AD, password resets, permissions)
Maintain accurate documentation and ticket updates in the ITSM system
Assist with site moves, desk setups, and hardware inventory management
Follow IT security, compliance, and change management procedures
Provide excellent customer service and user communication