What are the responsibilities and job description for the Desktop Support Technician II position at Agility Partners?
Agility Partners is seeking a qualified Desktop Support Technician II to fill an open position with one of our leading aviation clients. This role is an exciting opportunity to provide hands-on Tier 2 technical support within a fast-paced enterprise environment, supporting end users across hardware, software, conferencing technology, and endpoint management. The ideal candidate is customer-focused, thrives in a collaborative setting, and enjoys solving complex technical issues while contributing to enterprise technology initiatives and continuous improvement efforts.
Responsibilities:
- Provide Tier 2 technical support by troubleshooting and resolving hardware, software, operating system, and peripheral issues escalated through Jira Service Management.
- Deliver deskside support for corporate end users, including break/fix troubleshooting, software installations, hardware provisioning, and conference room technology support.
- Install, configure, image, and deploy desktop and laptop systems using Microsoft Intune and other endpoint management tools.
- Maintain accurate technology asset inventory and Configuration Management Database (CMDB) records throughout the asset lifecycle.
- Support enterprise technology initiatives including hardware refreshes, operating system upgrades, application deployments, infrastructure enhancements, and technology migration projects.
- Configure user profiles, perform data migrations, and deploy standard software packages while ensuring a seamless end-user experience.
- Create and maintain technical documentation, standard operating procedures, and knowledge base articles to improve team efficiency and knowledge sharing.
- Monitor and adhere to established service level agreements (SLAs), ensuring timely resolution of incidents and service requests.
- Mentor and provide day-to-day guidance to junior PC Technicians, supporting technical development and best practices across the team.
Qualifications:
- 3 years of experience providing Tier 2 desktop support within an enterprise IT environment.
- Experience supporting Windows desktop operating systems, laptops, peripherals, printers, and video conferencing equipment.
- Hands-on experience with Microsoft Intune or other endpoint management and device deployment tools.
- Experience working with IT service management platforms such as Jira Service Management, ServiceNow, or similar ticketing systems.
- Understanding of asset lifecycle management and maintaining accurate CMDB records.
- Experience performing computer imaging, software deployment, profile migrations, and hardware provisioning.
- Strong troubleshooting, customer service, and communication skills with the ability to support both technical and non-technical users.
- Ability to prioritize multiple support requests while meeting established SLAs in a fast-paced environment.
- Previous experience mentoring junior technicians or providing technical leadership is preferred.