The Desktop Support Technician II provides Level 2 (L2) technical support to end users throughout Masco's corporate and business unit environments. This role resolves advanced incidents and service requests, supports desktop and endpoint technologies, and ensures consistent IT service delivery according to defined service levels and company standards.
This role functions inside an IT service management framework and collaborates with Service Desk, Desktop Support leadership, and other IT groups. It ensures operational stability and provides a high-quality experience for end users.
Essential Duties and Responsibilities
Provide onsite and remote technical support for desktops, laptops, mobile devices, and related peripherals
Diagnose and resolve advanced hardware, software, and connectivity issues
Handle and resolve incidents and service requests via the authorized IT service management system (e.g., ServiceNow)
Perform device provisioning, configuration, deployment, and lifecycle support
Maintain accurate and complete documentation of all work performed
Adhere to established IT policies, procedures, and service level agreements (SLAs)
Advance complex issues following established support models
Support onboarding and onboarding-related device preparation
Contribute to knowledge base documentation and operational instructions
Collaborate with IT teams on service delivery improvements and process enhancements
Required Qualifications
Associate's degree in Information Technology, Computer Science, or related field, or equivalent experience
Minimum of two (2) years of desktop support, help desk, or IT support experience
Experience supporting enterprise desktop environments
Proficiency with Microsoft Windows OS and Microsoft 365 applications
Working knowledge of Active Directory/Entra and basic networking concepts
Experience working with IT service management platforms (ServiceNow preferred)
Knowledge, Skills, and Abilities
Strong troubleshooting and analytical skills
Effective written and verbal communication skills
Ability to prioritize and manage multiple tasks
Customer-focused approach with strong service orientation
Ability to work both independently and in a team environment
Strong attention to detail and documentation in the field
Preferred Qualifications
Experience operating within an ITIL-based service management framework
Experience supporting executive or VIP users
Familiarity with endpoint management, imaging, or asset management tools
Experience in a corporate IT environment
Work Environment and Physical Requirements
Primarily onsite role at Masco World Headquarters in Livonia, Michigan
May require occasional movement between office locations
Ability to lift and transport IT equipment (approximately 25-30 pounds)
Ability to provide hands-on, desk-side technical support
Masco Corporation (the "Company") is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company's policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.
Masco Corporation is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.
E-Verify Participation Poster: English & Spanish
E-verify Right to Work Poster: English, Spanish
Company: Masco
Full time
Hiring Range: $23.80 - $37.35 USD
Actual compensation may vary based on various factors including experience, education, geographic location, and/or skills.
Masco Corporation (the "Company") is an equal opportunity employer and we strive to employ the most qualified individuals for every position. The Company makes employment decisions only based on merit. It is the Company's policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all people involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.
Masco Corporation is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.
E-Verify Participation Poster: English & Spanish
E-verify Right to Work Poster: English, Spanish