Desktop Support II

Kapsch TrafficCo•Corona, CA

11h

About The Position

The Desktop Support II Analyst delivers technical support to end users by diagnosing and resolving hardware and software issues. The role installs, configures, and maintains desktop systems while ensuring security compliance and providing user training and guidance. It collaborates with other IT teams, manages IT asset inventory, and keeps current with technology and industry trends to support effective IT operations, successful projects, and user satisfaction. The role supports desktops, laptops, peripherals, operating systems, applications, and drivers; provides assistance through in-person, phone, email, and remote channels; and performs hardware maintenance, upgrades, and repairs. It also supports security protocols, recurring PCI and SOC audit tasks, antivirus compliance, documentation, end-user training, inventory management, remote troubleshooting, and on-site IT needs for projects. Other duties may be assigned as required.

Requirements

Technical education and/or equivalent professional experience in Information Technology or a related field.
Ability to troubleshoot and resolve basic to advanced hardware, software, and operating system issues.
Experience supporting and maintaining Dell and/or HP laptop environments.
Strong customer service and stakeholder management skills, with the ability to build effective working relationships with end users.
Experience installing, configuring, maintaining, and supporting desktop hardware and software.
Knowledge of desktop operating systems, system hardware, software deployment, and antivirus patching solutions, such as McAfee, Microsoft Defender, or similar products.
Understanding of PCI and SOC compliance standards and their application within IT environments.
Advanced experience supporting Windows operating systems and working knowledge of Linux environments.
Experience with Trellix/McAfee or other endpoint protection and antivirus solutions.
Knowledge of ITIL processes, methodologies, and IT service management best practices.
Experience providing remote technical support using remote access and support tools.
Ability to set up, maintain, and support on-premises training and laboratory environments.
Ability to maintain accurate hardware and software asset inventory records.
Experience supporting on-site IT requirements for projects, including deployments, upgrades, troubleshooting, and operational support activities.
Strong organizational, communication, and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.
Working rights in the United States.
Ability to pass a background check.

Responsibilities

Diagnose and resolve hardware and software issues related to desktops, laptops, and peripherals.
Install, configure, and update desktop operating systems, applications, and drivers.
Provide front-line end-user support in person, by phone, email, and through remote assistance.
Perform routine maintenance, upgrades, and repairs on desktop hardware components.
Help users resolve software problems and provide guidance on application usage and troubleshooting.
Implement and enforce security protocols, including antivirus software and system updates.
Complete recurring PCI and SOC audit tasks and review weekly antivirus compliance reports, remediating issues.
Maintain accurate records of support activities, issue resolution steps, system configurations, and user instructions.
Collaborate with IT teams and project personnel, escalate complex issues, and participate in cross-functional projects and process improvements.
Conduct end-user training on system functionality, security practices, and desktop equipment use.
Track desktop hardware and software inventory and ensure adequate stock and timely replacements.
Use remote support tools to assist geographically dispersed users.
Stay informed about technologies, industry trends, and best practices, and recommend improvements to IT infrastructure and user experience.
Support on-site project IT requirements, including deployments, upgrades, troubleshooting, and operational support.
Perform other job duties as required.