Desktop Support Technician II

A client for Kforce is seeking a Desktop Support Technician II to join their team in New York, NY. Summary: The Desktop Support Technician installs, updates, and repairs personal computer hardware, software, and network service systems. The candidate maintains and implements desktop solutions in support of organizational business needs. They provide professional-level phone support to customers. This individual also performs all duties in accordance with company policies and procedures. Primary Responsibilities:

• Troubleshoot and replace laptop and PC hardware
• Perform hardware upgrades, hardware disposal, loaner program, asset inventory, software inventory, remote imaging, new hire setup, termination, relocation, remote and automated updates, and remote support
• Handle problem recognition, research, isolation, resolution and follow-up for difficult user problems, referring more complex problems to next level of technical staff
• Set up, maintain and troubleshoot
• Participate in IT Support queue which will result in assigning and prioritizing open issues
• Log, prioritize, assign and troubleshoot all calls, voicemails, emails, trouble tickets and walk-up requests reporting technical problems; When appropriate, determine appropriate group for escalation
• Troubleshoot issues as 1st 2nd level support for desktop and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues
• Perform server and desktop computer updates to safeguard from malicious viruses and malware
• Manage customer issues and requests by creating, tracking and documenting technical solutions
• Manage deliverables associated with a project by prioritizing, tracking, and completing assigned tasks
• Build\deploy new workstations (desktops laptops)
• Install\upgrade hardware\software on Windows workstations
• Troubleshoot assigned tickets to determine if issue can be resolved or determine appropriate group for escalation

Requirements:

• Technical degree or related work experience
• Hands-on, on-site desktop support with junior-to-intermediate macOS troubleshooting, basic Windows 11 troubleshooting, and foundational knowledge for server room/network closet build-out
• Candidates should understand core networking concepts and terminology such as TCP/IP, DNS, DHCP, and firewalls
• Familiarity with collaboration tools such as Slack, Microsoft Teams, and Zoom is also important
• Experience with a ticketing system such as ServiceNow or Jira (or similar) is preferred
• Basic administration experience with Google Admin and Microsoft 365/O365 Admin is a plus
• Exposure to MDM and directory services (any of AirWatch/Workspace ONE, Intune, JamF, and/or AD-related products) is desired
• Interest in AI tools and strong motivation to learn and apply them in day-to-day support workflows is a plus