Deskside Technician II

Job Title

• Level II Deskside Technician

Position Summary

• Mid-level, hands-on IT support role responsible for second-line, in-person support of end-user desktops, laptops, peripherals, and related infrastructure. Resolves escalated incidents and service requests, performs advanced troubleshooting, supports imaging and deployment projects, mentors Level I staff, and coordinates with engineering teams and vendors to restore service quickly and securely
• Key Responsibilities
  • Provide advanced, in-person technical support for desktops, laptops, mobile devices, printers, docking stations, unified communications hardware, and common peripherals.
  • Troubleshoot and resolve escalated hardware, operating system (Windows/Mac), application, and connectivity issues (wired/wireless/VPN) that exceed Level I scope.
  • Perform and manage complex workstation builds and imaging using standard tools (e.g., MDT, SCCM/Intune), including customization, driver management, and post-deployment validation.
  • Lead incident diagnosis using logs, event viewer, networking tools, and remote support tools; implement workarounds and permanent fixes.
  • Administer and troubleshoot Active Directory, group policy issues, profiles, roaming/cached profiles, and local account problems as required.

• Key Responsibilities
  • Provide advanced, in-person technical support for desktops, laptops, mobile devices, printers, docking stations, unified communications hardware, and common peripherals.
  • Troubleshoot and resolve escalated hardware, operating system (Windows/Mac), application, and connectivity issues (wired/wireless/VPN) that exceed Level I scope.
  • Perform and manage complex workstation builds and imaging using standard tools (e.g., MDT, SCCM/Intune), including customization, driver management, and post-deployment validation.
  • Lead incident diagnosis using logs, event viewer, networking tools, and remote support tools; implement workarounds and permanent fixes.
  • Administer and troubleshoot Active Directory, group policy issues, profiles, roaming/cached profiles, and local account problems as required.