What are the responsibilities and job description for the Desktop Support Technician II position at iT1?
The Desktop Support Technician is responsible for delivering high-quality, end-user support across the organization, with a strong focus on customer experience, VIP/executive support, and reliable technical service delivery. This role provides hands-on and remote support for hardware, software, and enterprise systems while ensuring minimal disruption to business operations.
The ideal candidate combines technical expertise with strong interpersonal skills, enabling them to deliver a “white-glove” support experience, particularly for executive leadership and high-priority users.
Key Responsibilities
- Customer Service & End-User Support
- Provide responsive, professional, and courteous technical support to all end users
- Deliver a high-quality customer experience by communicating clearly and setting expectations
- Maintain ownership of incidents and service requests from initiation through resolution
- Ensure timely updates and accurate documentation within the ticketing system
- VIP / Executive Support
- Provide white-glove technical support to executive leadership and VIP users
- Anticipate and proactively address technical needs to minimize downtime
- Maintain a high degree of professionalism, discretion, and urgency when handling executive requests
- Support executive workstations, mobile devices, and conference room setups with minimal disruption
- Event & Meeting Support
- Provide technical support for meetings, conferences, and special events
- Set up and troubleshoot:
- Conference room technology
- Audio/visual systems
- Collaboration tools (Teams, conferencing platforms)
- Ensure smooth operation of technology during live events and quickly resolve issues as they arise
- Technical Troubleshooting (Hardware & Software)
- Diagnose and resolve issues related to:
- Windows operating systems
- Standard business applications
- Network connectivity and user access
- Perform installation, configuration, and maintenance of desktops, laptops, and peripherals
- Troubleshoot and support:
- Printers and secure print systems
- Docking stations, monitors, and accessories
- Escalate complex issues to appropriate teams while maintaining ownership
- Endpoint & Device Support
- Support device lifecycle activities, including:
- Imaging and device deployment
- Hardware replacements and refresh programs
- Onboarding/offboarding setup and equipment provisioning
- Ensure endpoints are configured according to enterprise standards
- Operational Support & Documentation
- Utilize ITSM tools (e.g., ServiceNow) to manage incidents, requests, and tasks
- Maintain accurate and complete ticket documentation for all work performed
- Follow established policies, procedures, and escalation processes
- Contribute to knowledge base articles and process documentation
Required Qualifications
- 2–5 years of experience in desktop or end-user support
- Experience supporting Windows-based environments and enterprise applications
- Hands-on experience with hardware troubleshooting (desktops, laptops, printers, peripherals)
- Familiarity with IT ticketing systems (e.g., ServiceNow or similar)
- Strong customer service and communication skills
Preferred Qualifications
- Experience with endpoint management tools (e.g., Intune, MECM/SCCM)
- Experience supporting executive/VIP users in a corporate environment
- Relevant certifications (CompTIA A , Network , ITIL Foundation)
- Experience in regulated industries (e.g., financial services)
Location:
Location: Onsite — Irving, TX, San Diego, CA, Las Vegas, NV, or Columbus, OH
This is a one-year duration position.
- Medical, dental, and vision benefits with highly subsidized premiums
- Two weeks paid time off in your first year, with increasing PTO as tenure increases, and most major holidays off
- 401(k) Plan with employer match
- Onsite Fitness Center