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.