Desktop Technician II

Job Description

The Desktop Technician II provides senior-level, hands-on support across the full lifecycle of end-user computing and mobile devices at Bath Iron Works, including laptops, desktops, tablets, smartphones, printers, and peripherals. The role independently resolves complex hardware, operating system, and application issues; administers mobile devices and MDM policies; owns portions of deployment and refresh planning; and provides technical guidance and escalation support to Desktop Technician I.

The Desktop Technician II serves as the primary on-call resource for the desktop and mobility team and partners with Client Infrastructure Design (CID) engineers on projects, standards, and complex issue resolution.  Operating under the BIW Business Operating System (BOS), the Desktop Technician II ensures compliance with safety, quality, and performance standards while coordinating with other key stakeholders to meet overall milestones.

Key Responsibilities

• Safety Leadership:
• Comply with all BIW safety and security standards while working in environments that range from administrative offices to active manufacturing and shipboard areas.
• Identify and report hazards and follow established procedures when handling, lifting, moving, and disposing of equipment.
• Project Execution:
• Set up, image, and configure laptops, desktops, mobile devices, and peripherals in compliance with BIW build standards, and refine local procedures where gaps are identified.
• Administer mobile devices and MDM policies (enrollment, application deployment, configuration profiles, and carrier coordination), and support MDM policy changes coordinated with CID engineering.
• Own portions of hardware deployment, device refresh, equipment move, and operating system rollout planning and execution, and coordinate Desktop Technician I activity to meet milestones.
• Independently resolve complex break/fix issues involving hardware failures, OS-level problems, application conflicts, and multi-system interactions, performing root-cause analysis and escalating to Endpoint Engineering when the issue requires design-level remediation.
• Serve as primary on-call resource for the desktop and mobility team, providing after-hours and weekend coverage on a scheduled rotation.
• Travel between sites and work at various locations as needed.
• Other duties as assigned.
• Training and Development:
• Maintain current, in-depth working knowledge of supported hardware, operating systems, and management tools, and pursue and obtain relevant technical certifications.
• Mentor Desktop Technician I and newly hired staff, providing technical guidance, hands-on coaching, and structured knowledge transfer.
• Team Collaboration and Communication:
• Serve as the primary escalation point for Desktop Technician I and the Service Desk on complex hardware, operating system, and application issues.
• Partner with Endpoint Engineering and other IT teams on projects, standards, and complex incident resolution.
• Document all work, device, and user data accurately in the IT service management platform and reinforce documentation standards with Desktop Technician I.
• Communicate clearly with stakeholders ranging from senior leadership to the manufacturing floor and translate complex technical issues into business-appropriate language.
• Continuous Improvement:
• Author knowledge base articles for complex issue resolution and internal team procedures, and review and improve articles submitted by Desktop Technician I to maintain overall quality.
• Identify recurring problems and recommend improvements to device standards, build processes, and support workflows to Endpoint engineering.

Required/Preferred Education/Training

Required:

• High school diploma or equivalent.  
• At least one current industry certification such as CompTIA A+, a Microsoft endpoint/Modern Desktop certification, or ITIL Foundation (Please make sure this is clearly identified within your resume).

Preferred:

• Associate’s degree in information technology, computer science, or a related field, or equivalent technical training.

Required/Preferred Experience

Required:

• Must be able to satisfy BIW background-check and site-access requirements.
• Minimum of 5 years of hands-on desktop/endpoint support experience in an enterprise environment, including complex troubleshooting and root-cause analysis.
• Demonstrated experience deploying, imaging, and configuring Windows laptops and desktops using an enterprise endpoint management tool (e.g., MCM).
• Demonstrated experience administering mobile devices and MDM policies for iOS/iPadOS and Android.
• Working knowledge of Active Directory and Group Policy, IT service management ticketing (e.g., ServiceNow), and work tracking (e.g., Jira).

Preferred:

• Prior mentoring experience, PowerShell familiarity, and experience in a defense, manufacturing, or other regulated environment.