Desktop Support Technician II

Position Title : Desktop Support Technician II

Location : Mountain View, CA 94043

Duration : 6 Months (Contract)

Schedule : Standard Business Hours | 40 hours / week | Onsite (5 days / week)

Job Summary :

We are seeking a skilled Desktop Support Technician II to join our IT team and provide comprehensive support to internal employees. This role will deliver high-quality technical assistance across both Mac and Windows environments, ensuring prompt resolution of software, hardware, and connectivity issues. The ideal candidate will demonstrate a strong customer-first approach, excellent communication skills, and the ability to manage technical issues in a high-demand environment.

Key Responsibilities :

• Provide hands-on and remote support for Windows and Mac systems, including troubleshooting software, hardware, and network issues.
• Support remote employees via Citrix environments, VDI, and telephony tools (Avaya, Cisco, Polycom).
• Perform installation, upgrades, and maintenance of systems, peripherals, and software.
• Utilize tools such as UEM, HUB, and ServiceNow for patch management, software distribution, and ticket handling.
• Support shared mailboxes and distribution list setup in Exchange.
• Assist users with system access, security tools, encryption, and other IT policies.
• Contribute to internal Knowledge Base and keep documentation current.
• Lead or participate in small-scale IT projects, from initiation to completion.
• Attend daily team meetings to communicate call trends and technical challenges.
• Ensure high customer satisfaction and maintain SLAs for ticket resolution.

Required Qualifications :

Preferred Qualifications & Certifications :