Desktop Support Engineer Level II

Job Description

Job Description

Summary

We are seeking a skilled and customer-focused Desktop Support Engineer Level II to join our team. The ideal candidate will have strong technical expertise and a passion for solving technical issues. This role involves providing desktop support to end-users, troubleshooting hardware and software problems, and ensuring seamless IT operations. The candidate should be proficient with desktop troubleshooting tools and have excellent communication skills to assist users of varying technical levels. Applicant must understand AI and a desire to continue to learn.

Reports To: IT Manager

Location: Denver, NC

Employment Status: Full Time

Monday - Friday, 8am-5pm

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Functions

• Provide hands-on technical support for desktops, laptops, printers, A/V equipment, scanners and related peripherals
• Troubleshoot and resolve hardware, software, and network-related issues.
• Install, configure and maintain operating systems, applications and IT-related equipment
• Support end-users with software applications, including operating systems, Microsoft Office, and other business applications.
• Setup and manage user accounts, access permissions and security settings across Microsoft Entra and related platforms.
• Document technical issues and resolutions in the ticketing system.
• Work with cross-functional teams to support business applications and IT-related initiatives.
• Monitor and maintain IT infrastructure, including servers, networks and workstations
• Assist with IT projects, including system upgrades, cloud migrations and infrastructure improvements
• Provide guidance and training to end-users on IT best practices and security policies.
• Functional understanding and use cases for AI

Minimum Qualifications

• Previous experience as a Desktop Support, IT Support Specialist, or similar role.
• Strong knowledge of Windows Operating systems including Windows 10 & 11.
• Familiarity with remote desktop support tools (e.g., TeamViewer, Remote Desktop, N-ABLE).
• Experience with Microsoft 365 and Azure, including Microsoft Intune, Defender and Office 365.
• Solid understanding of networking principles and equipment (TCP/IP, DNS, DHCP).
• Excellent analytical, verbal and written communication skills.
• Ability to adapt easily, prioritize tasks, follow through and resolve issues in a fast-paced, team-oriented environment while maintaining excellent customer service.
• Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar are a plus.

Knowledge, Skills and Abilities

• In-depth knowledge of business platforms (Microsoft 365, Windows, Salesforce, QuickBooks)
• Understanding of and experience with scripting languages (e.g., PowerShell, Python, SQL)
• Knowledge of cloud-based services and virtualization technologies
• Experience managing ticketing system (e.g., Zendesk)
• and workflows
• Strong analytical and troubleshooting skills
• Typing
• Understanding of basic networking concepts (TCP/IP, DNS, DHCP, VPNs).
• Familiarity with desktops, laptops, peripherals, and mobile devices.
• Knowledge of hardware diagnostics, installation, and repair, remote desktop support software and troubleshooting tools; ability to troubleshoot network issues, including Wi-Fi, LAN, and internet connectivity.
• Expertise in providing both in-person and remote support to end-users.
• Strong communication skills for explaining technical issues in simple terms to non-technical users.
• Ability to prioritize tasks and handle multiple support requests efficiently.
• Excellent interpersonal and communication skills.
• Empathy and patience when dealing with frustrated or non-technical users.

Supervisory Responsibilities

None

Physical Demands

Office work. Exerting up to 50 pounds of force occasionally and/or a negligible amount of force to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting to 8 hours a day. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing and viewing a computer display. Fine motor dexterity required for long periods of typing. Other physical requirements include: color vision, hearing, talking, depth perception. Occasional kneeling, crouching, bending.

Work Environment

The position works in a professional, dog-friendly office environment, and the worker is not substantially exposed to adverse environmental conditions.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the position. All employees may have other duties assigned at any time. This document does not create an employment contract, implied or otherwise, other than an at-will relationship.