Desktop Support Tech II

Position: Desktop Support Technician II
Department: Information Technology
Reports To: Senior Systems Administrator
Salary Grade: DOE
FLSA Status: Full Time / Non-Exempt
Location: San Antonio, TX (On-site at HQ with travel to other Texas locations)

Description

We are seeking a skilled Desktop Support Technician II to join our IT team in San Antonio, TX. This role is focused on resolving IT tickets, handling common technical issues, and ensuring smooth operation of employee technology. Based on-site at our San Antonio HQ, with occasional travel to other Texas locations, this position is ideal for someone who enjoys hands-on troubleshooting and day-to-day IT support.

Responsibilities

• IT Ticket Management: Efficiently manage and resolve IT tickets, prioritizing tasks based on urgency and impact, while also handling direct calls when needed.
• Hardware Troubleshooting: Resolve issues with desktop and laptop hardware, including Yealink desk phones, docks, monitors, headsets, web cameras, and other peripherals.
• Mobile Device Management (MDM): Provide support for smartphones and tablets, particularly iPhones and iPads, using Intune. Troubleshoot issues related to MDM, apps, and connectivity.
• Software Support: Troubleshoot software-related problems on Windows 10 and 11, including Windows login issues, Single Sign-On (SSO) problems, browser issues, and password lockouts.
• Network Connectivity: Diagnose and repair network connection issues from the user’s desk to the switch, including toning out lines, verifying connections from desk to patch panel, and ensuring stable internet and intranet access.
• Printer and Email Troubleshooting: Resolve issues related to printers, email services, and Microsoft Outlook, ensuring seamless operation for users.
• User Desk Support: Provide direct, on-site support by visiting users at their desks to resolve technical issues, ensuring minimal disruption to their workday.
• Preventative Maintenance: Perform routine checks and maintenance on user equipment to prevent issues before they arise.
• Documentation: Maintain accurate records of work performed, including detailed notes on ticket resolution, for future reference and continuous improvement.

Experience & Required Skills

• Experience: 2-4 years of experience in desktop support or a similar role, with a focus on resolving IT tickets and troubleshooting in a fast-paced, multi-site environment.
• Technical Skills: Proficiency in troubleshooting Windows OS (Windows 10 and 11), network connectivity issues, MDM systems (Intune), and common desktop hardware and software problems.
• Customer Service: Strong ability to provide timely, polite, and efficient service while maintaining a positive company image.
• Problem-Solving: Enjoyment in resolving day-to-day IT issues and ensuring smooth operations.
• Teamwork: Experience working both independently and as part of a team.

Preferred Certifications

• A+ Certification
• Network+ Certification
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• Microsoft 365 Certified: Endpoint Administrator Associate

Physical Requirements

• Standing/Stooping/Bending/Kneeling: Ability to occasionally stand, stoop, bend, and kneel.
• Visual Acuity: Ability to read printed and electronic documents.
• Speech: Ability to regularly speak clearly for effective communication.
• Hearing: Ability to understand speech to effectively interact with colleagues and clients.
• Lifting: Occasionally lift 10-30 pounds as required.
• Travel: Ability to travel to and from various customer and company sites as needed.

Note: This job description is designed to provide a general overview of the responsibilities and requirements for this position. It is not an exhaustive list of duties, responsibilities, or requirements, and may be modified at any time to meet the needs of the organization. Employment practices are in compliance with all local, state, and federal employment laws, including non-discrimination and equal employment opportunity provisions.