Desktop Support Engineer II

HEICO • Princeton, FL

82d

About The Position

The Desktop Support Engineer II provides advanced technical support for hardware, software, and network-related issues in an enterprise environment. This role is responsible for ensuring minimal downtime, optimal end-user experience, and efficient operation of desktop systems. The engineer will serve as an escalation point for Level I support and contribute to the deployment, maintenance, and improvement of IT systems and services.

Requirements

• Associate's degree and three years related experience and/or training; or equivalent combination of education, certifications, and experience.
• Knowledge of Microsoft Office, Windows Operating Systems, Office 365, Computer Hardware, Phones and Printers.
• Effective interpersonal skills to work with internal and external customers.
• Effective verbal and written communication to collaborate with co-workers to find solutions to their IT equipment problems.

Responsibilities

• Troubleshoot and resolve complex technical issues escalated from Level 1 support for hardware, software, and network problems.
• Deploy, configure, and maintain desktop hardware, operating systems and software applications.
• Support and manage user accounts, including rights, security, and system groups, using Active Directory.
• Manage and track incidents and service requests in a ticketing system and document resolutions.
• Assist and mentor junior support staff in resolving complex issues and adhering to best practices.
• Participate in IT projects, providing technical expertise and contributing to system improvements.
• Provide proactive, high-quality customer service to users, managing multiple tasks and issues under pressure.

What This Job Offers

• Industry: Transportation Equipment Manufacturing
• Education Level: Associate degree