Desktop Support Technician II

1 week ago
Job ID
# of Openings
Information Technology
Regular Full-Time


The Desktop Support Technician II provides level II support to end users on a variety of technical issues, responding to phone, e-mail and in-person requests for technical support.  This position is responsible for documenting, tracking, and monitoring the problem to ensure a timely resolution, in addition to identifying, researching, and resolving technical problems. The Desktop Support Technician II also maintains, upgrades and/or replaces computer hardware and software systems. Supported platforms include: Windows PCs, Apple Macs, Tablets and smart phones.


Our helpdesk team navigates the waters of technology like pros!  And they have fun along the way!

HelpDesk Rafting



Here are a few day to day taks that you'll see as a Desktop Support Tech II:

  • Answer, evaluate and prioritize incoming helpdesk calls, voice mails, emails and in-person requests for assistance.
  • Collect information from users about their problem and lead them through diagnostic procedures to determine source of error.
  • Handle problem recognition, research, isolation, resolution and follow-up for advanced user problems.
  • Engage appropriate technical resources or escalate the most complex problems, as required.
  • Resolve escalated problems and provide feedback to build knowledge and skills of other technicians.
  • Formally contribute to the team knowledge base by recording problem resolution and creating/maintaining training and installation documentation.
  • Informally contribute to the team knowledge base through conversations and participation in team meetings and round table discussions.
  • Maintain, analyze, troubleshoot and repair computer systems, hardware and computer peripherals.
  • Follow up on completed help desk tickets to verify satisfactory resolution and customer service ratings.
  • Log and track calls using problem management database and maintain history records and related problem documentation.
  • Moving computers, phones, and peripheral equipment when employees  are reassigned.
  • Provide users with advanced instruction on software and hardware.


  • 4+ years of professional hands-on experience doing Windows and MAC administration to include troubleshooting, configuration & deployment.
  • Experience troubleshooting and resolving moderately complex PC hardware and software problems.
  • Must have the ability to multi-task activities such as documenting/updating/ troubleshooting notes and conversing on the phone.
  • Solid understanding of Domains and interconnectivity technologies such as TCI/IP and DHCP.
  • Ability to write business correspondence and knowledgebase articles. Ability to effectively communicate information and respond to questions from groups of managers and users.
  • Excellent time management, communication, decision making and organizational skills.
  • Advanced knowledge of all MS Office applications to include Outlook, Word, Excel, Access and PowerPoint.
  • Able to identify and resolve problems in a timely manner; gathering and analyzing information skillfully; developing alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
  • Strong customer service skills, with the ability to manage difficult or emotional customer situations; responding promptly to customer needs; soliciting customer feedback to improve service; and meeting commitments.
  • Strong interpersonal skills, focusing on solving conflict, not blaming; maintaining confidentiality; listening to others without interrupting; keeping emotions under control; and remaining open to others' ideas.
  • Demonstrated ability to approach others in a professional and tactful manner; able to reacts well under pressure.


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