Desktop Technician II

Job Summary:

Desktop Technician is responsible for providing high-quality, white-glove technical support to executive-level employees, including C-suite executives, both in person and remotely. This individual will serve as the primary point of contact for senior executives requiring technical assistance, delivering responsive, professional, and discreet support while ensuring minimal disruption to business operations. The role emphasizes exceptional internal customer service, strong technical expertise, and the ability to anticipate and resolve technology issues in a fast-paced, high-visibility environment.

In addition to executive-level support, the Desktop Technician will collaborate with a team of desktop support technicians to resolve company-wide trouble tickets and service requests. Responsibilities include troubleshooting and resolving hardware and software issues, maintaining desktop systems, supporting end-users across the organization, and ensuring reliable technology operations.

Location: Rochester, NY

Work Arrangement: 100% in-office, with up to 20% domestic travel within the United States.

Responsibilities:

• Provide white-glove, personalized technical support to C-suite executives and other senior leaders, including employees within the CEO's office, both in person and remotely.
• Serve as the primary point of contact for executive-level employees requiring technical assistance, ensuring timely responses, professional communication, and a high level of customer service.
• Deliver exceptional internal customer service by anticipating user needs, communicating clearly, following through on requests, and maintaining a service-oriented approach to every interaction.
• Provide technical support to end-users in person, via phone, email, chat, and remote assistance.
• Troubleshoot, diagnose, and resolve hardware, software, operating system, connectivity, and peripheral issues related to desktop systems.
• Install, configure, and upgrade desktop hardware components, memory, and hard drives.
• Install, configure, and upgrade software applications and operating systems on desktop computers.
• Perform system checks to ensure optimal desktop performance, reliability, and security.
• Set up and deploy new desktop computers, laptops, and peripheral devices for end-users, including executive-level employees.
• Assist with the setup, configuration, and troubleshooting of printers, scanners, and other peripheral devices.
• Collaborate with a team of desktop support technicians to resolve company-wide trouble tickets and service requests, ensuring timely resolution and adherence to established service standards.
• Monitor, document, prioritize, and manage assigned incidents and service requests within the organizations ticketing system, maintaining accurate records of troubleshooting steps and resolutions.
• Partner with other IT teams to troubleshoot complex technical issues, escalate incidents when necessary, and support broader IT service delivery initiatives.
• Provide technical assistance for executive meetings, presentations, video conferences, and other business-critical activities as needed.
• Support collaboration and communication tools to ensure reliable connectivity and functionality for executive meetings and company-wide operations.
• Maintain a high level of discretion, professionalism, and confidentiality when supporting senior leadership and handling sensitive company information.
• Train and guide end-users on basic troubleshooting techniques, technology tools, and the proper use of desktop systems when appropriate.
• Be available for on-call support outside of regular business hours as needed, particularly when supporting time-sensitive or business-critical executive requirements.
• Work 100% in the Rochester, NY office and travel domestically within the United States up to 20% of the time to provide technical support or assist with IT-related business needs.

Skills Requirements:

• Exceptional customer service and interpersonal skills, with a strong commitment to delivering a white-glove support experience to executive-level employees and internal customers.
• Excellent verbal and written communication skills, including the ability to explain technical issues and solutions clearly to both technical and non-technical users.
• Demonstrated professionalism, discretion, and sound judgment when supporting C-suite executives, senior leadership, and other employees handling confidential or sensitive information.
• Strong organizational skills, attention to detail, and the ability to prioritize competing requests in a fast-paced environment.
• Strong technical troubleshooting and problem-solving skills, with the ability to work independently, remain composed under pressure, and resolve issues efficiently.
• Ability to build trusted relationships with executive stakeholders while maintaining a responsive, service-oriented approach to technical support.
• Strong collaboration skills and the ability to work effectively as part of a team of desktop support technicians responsible for company-wide trouble tickets and service requests.
• Ability to manage multiple incidents and service requests simultaneously while maintaining clear documentation, timely communication, and appropriate follow-up.
• Flexibility to support business-critical technical needs, including executive meetings and occasional after-hours or on-call requests.
• Ability and willingness to work 100% in-office in Rochester, NY, with up to 20% domestic travel within the United States.
• Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar certifications are preferred.

Working knowledge of the following technologies and tools:

• Windows 11, macOS, and Microsoft Office 365.
• Collaboration and conferencing tools, including Zoom Rooms/Zoom Kits, Microsoft Teams, and Webex.
• Mapping and disconnecting network drives.
• Adding, configuring, and troubleshooting printers.
• Cisco VPN client installation, configuration, and troubleshooting.
• Active Directory, Windows and networking tools, including NSLookup, Telnet, Ping, Netstat, Wireshark, and TraceRT/Tracert.
• DNS and DHCP fundamentals.
• Adding, configuring, and troubleshooting wireless network connections.
• Desktop hardware, software deployment, operating system configuration, endpoint management, and peripheral troubleshooting.
• Ticketing systems, incident management, service request workflows, and IT service management best practices.

Education Requirements:

High school diploma or equivalent; additional technical certifications or degrees are a plus.

Physical Requirements:

• Ability to lift at least 40 lbs. Lift, move and relocate computer equipment, switches, servers and printers.
• Ability to stoop under desk and into constricted areas