Desktop Administrator II, IT Infrastructure - Plano

Why Ryan

Hybrid Work Options

Award-Winning Culture

Generous Personal Time Off (PTO) Benefits

14-Weeks of 100% Paid Leave for New Parents (Adoption Included)

Monthly Gym Membership Reimbursement OR Gym Equipment Reimbursement

Benefits Eligibility Effective Day One

401K with Employer Match

Tuition Reimbursement After One Year of Service

Fertility Assistance Program

Four-Week Company-Paid Sabbatical Eligibility After Five Years of Service

Overview

Desktop Administrator II supports and maintains distributed workstation environments across the Firm. Responsibilities include but are not limited to installation configuration maintenance and troubleshooting of both hardware and software in a corporate environment. The role provides Tier 1-2 support contributes to internal IT initiatives and helps foster operational knowledge across the team.

This is a hybrid role based in our Plano office requiring in-office presence three days per week.

Responsibilities

• Provides Tier 1-2 helpdesk support in an enterprise computing environment of 6000 users.
• Participates in team knowledge sharing and informal cross-training efforts.
• Offers guidance and peer mentorship to Team Members.
• Troubleshoots and resolves technical issues up to VP-level Team Members with professionalism, positivity, and urgency.
• Participates in cross-training and knowledge sharing with Team Members.
• Participates in the Desktop Administration on-call support rotation as needed.
• Responds to support tickets and service requests via collaboration tools using phone, ticketing systems, and remote tools.
• Supports both remote and in-office users ensuring resolution within SLA targets.
• Assists with desktop software deployments, imaging, application installations, and patching.
• Helps track and maintain hardware assets and inventory records.
• Supports end-user onboarding and workstation setups including office moves and hardware swaps.
• Performs diagnostics, imaging and repair of desktops, laptops and peripheral devices such as monitors and printers.
• Supports office moves and equipment relocations including workstation reconnects and peripheral configuration.
• Ensures endpoints are compliant with Firm standards for security, firmware patching, antivirus and encryption.
• Maintains current BIOS / firmware and standard software versions on supported devices.
• Collaborates with cross-functional infrastructure and network teams during escalated troubleshooting or upgrades.
• Contributes to process improvement and efficiency through documentation, automation, support and ticket trend analysis.
• Assists in hardware inventory management and lifecycle tracking of firm-owned equipment.
• Adheres to Firm policies including software licensing, data handling protocols and privacy regulations (e.g. GDPR).
• Other duties as assigned.

Education and Experience

High-school diploma or GED required; 3-5 years of desktop support experience in a corporate or enterprise environment supporting both Windows and macOS devices preferred.

Computer Skills

Strong technical troubleshooting skills are required with working knowledge of Windows 11, macOS and Microsoft 365 applications (Outlook, Word, Excel and OneDrive). Experience supporting collaboration and conferencing tools such as Zoom and Microsoft Teams is also required.

The role requires hands-on experience with ticketing systems such as Ivanti or ServiceNow, remote support platforms like Ivanti Neurons or TeamViewer and endpoint management tools such as Microsoft Intune and SCCM. A solid understanding of Active Directory for user and device management is expected.

Familiarity with device encryption (e.g. BitLocker), basic network troubleshooting, software deployment, firmware updates and secure imaging best practices are highly preferred. Exposure to PowerShell scripting and automation tools is a plus.

Certificates and Licenses

A valid driver's license is required due to occasional travel and on-site support. Industry certifications such as CompTIA A+ or Microsoft Certified : Modern Desktop Administrator Associate are preferred. Certifications in ITIL Foundation or Jamf 200 (for macOS environments) are considered a plus. Exposure to security or network-focused training such as CompTIA Network+ or Security+ are beneficial.

Supervisory Responsibilities

This position has no supervisory responsibilities.

Work Environment

Equal Opportunity Employer : disability / veteran

Required Experience : Unclear Seniority

Key Skills

MAC, Operating System, Active Directory, Information Technology, Access Points, LAN, Desktops, Windows, Troubleshooting, Linux, System Center Configuration Manager, Computer information system, Setup, hardware, Technical Support

Employment Type : Full-Time

Experience : years

Vacancy : J-18808-Ljbffr