Desktop Support Technician II
Posted
Summary
Second-level desktop support technician handling escalated tickets, root-cause analysis, on-call outage response, and mentoring of junior techs across an enterprise Windows environment. Core stack includes Windows 10/11, Office 365, networking fundamentals (TCP/IP, DNS, DHCP, VPN), VoIP, and ITSM ticketing tools, in a hybrid model (2 days onsite in San Juan, PR).
Job Description: The Desktop Support Technician II is responsible for analyzing, troubleshooting, and resolving complex hardware and software issues across the organization. This role handles escalated tickets, supports enterprise systems, and ensures end-user productivity by delivering high-quality technical assistance. The position also contributes to process improvements, supports IT projects, and provides guidance to junior technicians while adhering to IT service management standards.
Responsibilities:
- Receive, log, track, and resolve support requests following established procedures and SLA requirements.
- Handle escalations from Tier I Help Desk and unresolved incidents.
- Diagnose issues, perform root cause analysis, and implement effective solutions.
- Monitor systems and participate in on-call rotations for outage response.Coordinate with external vendors and technicians as needed.Perform security administration tasks (user provisioning, access management, audits).
- Support moves, adds, and changes (MAC), including equipment setup and relocations.
- Provide support for IT initiatives such as deployments, upgrades, and migrations.
- Maintain documentation including knowledge base articles and technical procedures.
- Identify and recommend process improvements.
- Mentor and support junior technicians.
Requirements
Requirements:
Associate degree (AA/AS) in Information Technology, Computer Science, or related field, or equivalent experience.
Minimum of 2 years of desktop support experience.
Strong knowledge of IT infrastructure, tools, and troubleshooting practices.
Minimum of 3 years of customer service experience (preferred).
Experience working in enterprise IT environments.
Ability to work in a hybrid model and participate in on-call rotations.
Work Model: Hybrid (2 days onsite per week – Monday and Thursday)
Technical Skills:
- Advanced troubleshooting of desktops, laptops, peripherals, and mobile devices.
- Strong knowledge of Windows 10/11 and Microsoft Office 365.
- Experience with enterprise applications and business tools.
- Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi).
- Familiarity with VoIP systems and remote access technologies.
- Experience with endpoint and configuration management (patching, imaging, deployments).
- Knowledge of IT security principles (access control, endpoint protection).
- Experience with ITSM tools for ticketing, escalation, and request management.
- Understanding of incident management and root cause analysis methodologies.
Soft Skills:
- Strong customer service orientation and ability to work under pressure.
- Excellent verbal and written communication skills.
- Ability to explain technical issues in simple, user-friendly language.
- Strong multitasking and prioritization skills while meeting SLAs.
- Problem-solving and analytical thinking.
- Team collaboration and ability to work with cross-functional teams.
- Professional phone presence and interpersonal skills.
- Proactive mindset with focus on continuous improvement.
Benefits
We offer a competitive package with several advantages.