Tuscon, AZ - Desktop Support Technician II

Desktop Technician will: Provide day-to-day local and remote desktop support, receive inbound calls, answer questions, troubleshoot, and document steps performed to resolve hardware, software, and application issues in a ticketing system. Facilitate customer resolution for calls and engage supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. Provide break-fix, fault diagnosis, and resolution. Perform fault analysis on various core operating systems and platforms, supporting and applying desktop fault resolution for the approved application suite. The ideal candidate should have 3-5 years of relevant experience in Windows Desktop support. Provide first/second level contact and problem resolution for customer issues. Work with third-party vendors to remediate complex AV issues as needed. Provide timely communication on issue status and resolution. Maintain ticket updates for all reported incidents. Install, upgrade, support, and troubleshoot Windows XP, 7, 8.1, 10, and Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications. Support basic knowledge of Mac OS to assist Apple PC users. Install, upgrade, support, and troubleshoot printers and computer hardware. Perform general preventative maintenance on computers, laptops, and printers. Perform remedial repairs on desktops, laptops, printers, and other authorized peripherals. Use diagnostic tools to troubleshoot network connectivity and workstation hardware/software issues. Possess broad IT experience with a basic understanding of networks, servers, A/V, smart devices, and telecoms. This position requires flexibility and teamwork in a project-based environment. Perform other duties as assigned. Candidate Minimum Qualifications and Skills: Bachelor's Degree or equivalent in Computer Science or a related field. CompTIA A+, Microsoft Certified Professional (MCP) or higher. At least 18 months of IT experience. Experience with Windows 7-10, Active Directory, GPOs, MS Office 365, PC hardware, enterprise antivirus solutions, and helpdesk ticketing systems. Experience with mobile device management (iOS and Android), enterprise encryption, and Windows PC/laptop management via Active Directory. Strong analytical, troubleshooting, and problem-solving skills. Ability to multi-task, prioritize, and meet SLAs. Excellent communication, relationship-building, and customer service skills. Adaptable and flexible in a fast-changing environment. Willing to work off-hours and weekends for projects or emergency support.

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