IT Desktop Support Technician II

Description

At FlexTG, we transform the way businesses manage their print environments. As a brand-neutral leader with a nationwide footprint, FlexTG delivers tailored managed print services to organizations of all sizes. Our proprietary technology sets us apart—helping clients streamline operations, reduce costs, and stay ahead in a rapidly changing world. Join a company that values innovation, flexibility, and making a real impact.
Position Summary
We are looking for a skilled and customer-oriented Tier 2 Desktop Support Technician to join our IT Operations team. This role is responsible for resolving escalated technical issues, supporting end-user hardware and software, and ensuring the stability and performance of desktop environments. The ideal candidate will work closely with Tier 1 support, system administrators, and other IT teams to deliver high-quality technical support and contribute to continuous service improvement.
Essential Functions and Responsibilities

• Troubleshoot complex hardware, software, and network issues on desktops, laptops, and mobile devices, to provide resolution for all individualized end user issues.
• Own processes and deployment for system imaging, software deployment automation, and patch management.
• Manage user accounts, permissions, and group policies via Active Directory and other identity platforms.
• Support maintenance activities on hardware, operating systems, and software applications to make physical changes to PC, server, and network storage hardware.
• Participate in an on-call rotation to provide support to users after hours.
• Perform and document root cause analysis for larger, wide-spread issues.
• Act as an escalation point for Tier 1 team members, providing training on complex issues.
• Create and maintain solutions in the knowledge base, for Tier 1 team members to utilize in daily troubleshooting efforts.
• Provide white glove support for executives, using critical thinking skills to ensure timely resolution and follow-up.
• Develop scripting solutions to automate manual actions that can be provided to Tier 1 team members, supporting in making operations more efficient.
• Responsible for various IT projects such as hardware refreshes, system upgrades, and office moves.
• Provide remote and on-site support as needed, within our Mesa,AZ headquarters office, including occasional travel to satellite offices.

Qualifications and Experience
Minimum Qualifications:

• 2 years of experience in a Tier 2 support position. A high school diploma or equivalent is required
• 2 years of Customer Service experience over the phone or in a remote setting is required
• Ability to perform extensive research and root cause analysis for complex issues that may require vendor or additional product community research to resolve.
• Ability to mentor and cross train Tier 1 associates on best practices
• Ability to provide world-class customer service to the FlexTG family of companies and employees through phone, email, and deskside support.
• Strong knowledge of Windows and macOS environments, Microsoft 365, and enterprise IT tools.
• Experience with Active Directory, Group Policy, and remote support tools (e.g., SCCM, Intune, BeyondTrust).
• The ability to use several tools and/or systems at once to diagnose and repair end-users’ issues such as Beyond Trust, Office 365, Mimecast, eAutomate, Active Directory, Ring Central, ServiceNow and Inuvika, or other virtual computing platforms.
• Strong communication skills, including email, written documentation, verbal instructions, and the ability to listen actively. Ability to follow processes and procedures and communicate status and progress to all levels of the business.
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.

Preferred Qualifications:

• Experience with IT Service Management systems, such as, ServiceNow
• 6 years of Customer Service experience over the phone or in a remote setting
• Relevant certifications such as CompTIA A , Network , Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation are a plus.
• Knowledge of endpoint security tools and practices.
• Familiarity with asset management and inventory systems.

Supervisory Responsibilities
This position has no supervisory responsibilities.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The physical requirements for performing the essential functions of this position require the employee to be able to:

• Sit, stand, kneel, walk, and reach.
• Be able to lift, push, pull and/or move up to 20 pounds.
• Hear well enough to communicate with others.
• Read a computer screen and written material.
• Write, type, and use phone system.

FlexTG provides equal employment opportunities to all employees and applicants for employment. The Company prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics), pregnancy (including childbirth, lactation and related medical conditions), protected veteran status, uniformed servicemember status, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, benefits, leaves of absence, compensation, and training.