Desktop Support Tech II

Position : Desktop Support Technician II

Department : Information Technology

Reports To : Senior Systems Administrator

Salary Grade : DOE

FLSA Status : Full Time / Non-Exempt

Location : San Antonio, TX (On-site at HQ with travel to other Texas locations)

Description

We are seeking a skilled Desktop Support Technician II to join our IT team in San Antonio, TX. This role is focused on resolving IT tickets, handling common technical issues, and ensuring smooth operation of employee technology. Based on-site at our San Antonio HQ, with occasional travel to other Texas locations, this position is ideal for someone who enjoys hands-on troubleshooting and day-to-day IT support.

Responsibilities

• IT Ticket Management : Efficiently manage and resolve IT tickets, prioritizing tasks based on urgency and impact, while also handling direct calls when needed.
• Hardware Troubleshooting : Resolve issues with desktop and laptop hardware, including Yealink desk phones, docks, monitors, headsets, web cameras, and other peripherals.
• Mobile Device Management (MDM) : Provide support for smartphones and tablets, particularly iPhones and iPads, using Intune. Troubleshoot issues related to MDM, apps, and connectivity.
• Software Support : Troubleshoot software-related problems on Windows 10 and 11, including Windows login issues, Single Sign-On (SSO) problems, browser issues, and password lockouts.
• Network Connectivity : Diagnose and repair network connection issues from the user's desk to the switch, including toning out lines, verifying connections from desk to patch panel, and ensuring stable internet and intranet access.
• Printer and Email Troubleshooting : Resolve issues related to printers, email services, and Microsoft Outlook, ensuring seamless operation for users.
• User Desk Support : Provide direct, on-site support by visiting users at their desks to resolve technical issues, ensuring minimal disruption to their workday.
• Preventative Maintenance : Perform routine checks and maintenance on user equipment to prevent issues before they arise.
• Documentation : Maintain accurate records of work performed, including detailed notes on ticket resolution, for future reference and continuous improvement.

Experience & Required Skills

Preferred Certifications

Physical Requirements

Note : This job description is designed to provide a general overview of the responsibilities and requirements for this position. It is not an exhaustive list of duties, responsibilities, or requirements, and may be modified at any time to meet the needs of the organization. Employment practices are in compliance with all local, state, and federal employment laws, including non-discrimination and equal employment opportunity provisions.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.