Service Desk & Endpoint Technician II

Service Desk & Endpoint Technician II

Job Overview: The Service Desk Technician II provides advanced technical support to employees both on-site and remotely across all company locations by resolving technical incidents and managing endpoint-related services. This role leverages endpoint management, automation, and modern collaboration technologies to solve complex technical challenges while partnering with Infrastructure, Security, and Business Applications teams. The ideal candidate demonstrates excellent communication skills for all levels of business, advanced troubleshooting knowledge, proficiency with endpoint management tools, and effective use of automation and AI-assisted support tools where appropriate. This position is key to ensuring timely resolution of IT issues, minimizing business disruption, and contributing to continuous improvement of IT services.

Department Overview: The IT Operations department ensures the secure, reliable, and efficient delivery of technology services across the organization. Responsibilities include providing technical support, managing endpoint devices, maintaining the health and availability of enterprise systems, and coordinating the resolution of incidents and service requests. The department partners closely with Infrastructure, Cybersecurity, Business Applications, and other technology teams to deliver a consistent technology experience for employees in on-site, hybrid, and remote work environments across all company locations. Team members are expected to collaborate effectively, uphold service-level agreement (SLA) commitments, promote continuous service improvement, and enable employees to work securely and productively regardless of location.

Job Details

• Serve as an escalation point for Level 1 Service Desk staff, providing advanced troubleshooting and resolution
• Diagnose and resolve escalated incidents involving:
  • Operating system issues (Windows and macOS)
  • Application/software failures and configuration errors
  • Identity and access management user support, including MFA, SSO, and Entra ID
  • Advanced network connectivity issues
  • Endpoint management and provisioning
• Participate In problem management and root cause analysis activities
• Administer Mobile Device Management (MDM), endpoint management, compliance policies, and device lifecycle using platforms such as Microsoft Intune and Jamf
• Support hybrid workforce technologies including Microsoft Teams Rooms, conferencing equipment, and collaboration platforms
• Perform patch management, application packaging, endpoint compliance monitoring, and software deployment activities
• Maintain accurate asset inventory, lifecycle records, software licensing information, and ITSM documentation
• Mentor Level 1 staff and assist with endpoint troubleshooting techniques
• Document and maintain technical documentation, knowledge articles, and standard operating procedures to improve first-contact resolution
• Participate in IT projects including hardware refreshes, office technology deployments, and new software implementations
• Collaborate with Infrastructure and Cybersecurity teams during incident response, vulnerability remediation, and endpoint security initiatives
• Participate in weekly paid on-call rotation

Job Requirements

Required

• Associate's degree in information technology or equivalent experience
• 2-4 years of experience in a help desk or technical support role
• Advanced knowledge of Windows, macOS, Microsoft 365, networking fundamentals, endpoint security, and enterprise troubleshooting
• Experience administering Microsoft Intune, Jamf, Autopilot, or comparable endpoint management platforms
• Experience supporting Microsoft 365 applications, Microsoft Teams, and collaboration technologies
• Proficiency in using and managing workflow through ITSM platforms such as Jira Service Management, ServiceNow, or ZenDesk
• Strong communication, problem-solving, and organizational skills

Desired

• Bachelor's degree in information technology or related field
• Relevant technical certifications such as CompTIA A+, CompTIA Network+, Microsoft Endpoint Administrator Associate, ITIL Foundation v4, and Jamf certifications
• Experience handling escalations and mentoring junior team members
• Experience with automation using PowerShell
• Familiarity with scripting or automation tools to streamline IT support processes
• Familiarity with patch management and enterprise security compliance