Desktop Support (L2) - Houston
About The Position
The Desktop Support II is the primary onsite IT support resource for approximately 100 employees in the Houston office and also provides remote support to employees across a nationwide organization. This highly visible, customer-facing role provides Level 2 support across Windows devices, Microsoft 365, identity and access, mobile devices, and workplace technology. The position also performs day-to-day Microsoft 365 and identity administration and partners with centralized Infrastructure, Networking, Security, and Engineering teams on complex issues. The role is fully onsite in Houston, Texas, Monday through Friday, 7:00 AM to 4:00 PM. The support model is approximately 70% onsite Houston support and 30% remote enterprise support. The position requires independent work, detailed documentation, strong follow-through, and responsive, professional service in a fast-paced environment.
Requirements
- At least 5 years of experience in desktop support, end-user computing, service desk, technical support, or a comparable IT support environment.
- Strong Windows 10/11 administration and troubleshooting experience.
- Hands-on Microsoft 365 support and day-to-day administration experience.
- Experience administering Active Directory and Microsoft Entra ID, including user provisioning, account maintenance, group management, access requests, and basic identity troubleshooting.
- Experience supporting desktops, laptops, printers, peripherals, and mobile devices.
- Experience providing both onsite and remote technical support in an enterprise environment.
- Strong analytical and troubleshooting skills, with demonstrated ownership of technical issues.
- Excellent written and verbal communication skills and ability to explain technical concepts in straightforward, user-friendly terms.
- Ability to independently organize and prioritize multiple incidents and service requests.
- Familiarity with ITIL principles and structured IT service management processes.
- Experience supporting executives or other high-visibility business users.
Nice To Haves
- Microsoft Intune and endpoint management experience.
- Microsoft Defender or related endpoint security experience.
- Apple/macOS support experience.
- Experience supporting a geographically distributed organization.
- Relevant certifications such as CompTIA A+, ITIL Foundation, Microsoft Fundamentals or related Microsoft certifications, or Apple Device Support.
Responsibilities
- Serve as the primary onsite IT support resource for approximately 100 employees in the Houston office.
- Provide Level 2 onsite and remote support for Windows desktops and laptops, Microsoft 365, mobile devices, printers, meeting-room technology, and related hardware and software.
- Troubleshoot operating system, application, connectivity, authentication, synchronization, and access issues.
- Perform day-to-day administration and support for Outlook, Teams, OneDrive, SharePoint Online, Exchange Online, Active Directory, and Microsoft Entra ID.
- Provision and maintain user accounts, passwords, access, and group memberships.
- Support onboarding, offboarding, workstation deployments, and equipment lifecycle activities.
- Configure and support Microsoft Intune-managed endpoints and mobile devices, including iPhone, iPad, and Android devices.
- Respond to incidents and service requests according to established service levels and ITIL-based processes.
- Maintain accurate ticket documentation, including troubleshooting performed, resolutions, and follow-up activities.
- Escalate complex infrastructure, networking, security, or engineering issues while maintaining ownership and communication through resolution.
- Partner with distributed Help Desk, Infrastructure, Security, Networking, and Engineering teams.
- Contribute to knowledge documentation, process improvement, and a collaborative support culture.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Critical illness, accident, and hospital coverage
- 401(k) retirement plan, with pre-tax and Roth post-tax contributions available
- Life insurance, including voluntary Life and AD&D coverage for the employee and dependents
- Short- and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time off/leave, including PTO, vacation, or sick leave
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What This Job Offers
Career Level
Mid Level
Education Level
No Education Listed
