Desktop Support II

Kapsch•Corona, CA

2d•$78,000 - $90,000

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, helps ensure compliance with security standards, and provides user training and guidance. It also collaborates with other IT teams, manages IT asset inventory, and keeps current with emerging technologies and industry trends to support effective IT operations, project success, and user satisfaction. The position provides front-line support for desktop computers, laptops, peripherals, operating systems, and applications through in-person, phone, email, and remote channels. It performs routine maintenance, upgrades, and repairs; applies security protocols and updates; completes recurring PCI and SOC audit tasks; reviews weekly antivirus compliance reports and remediates issues; documents support activities; supports project-related IT work; trains users; and maintains hardware and software inventory. 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, including the ability to build effective 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 in 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.
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 involving desktops, laptops, and peripherals.
Install, configure, and update desktop operating systems, applications, and drivers.
Provide front-line end-user support in person, by phone and email, and through remote assistance.
Perform routine desktop hardware maintenance, upgrades, and repairs.
Help users resolve software problems and provide guidance on application use.
Implement and enforce security protocols, including antivirus software and system updates.
Complete recurring PCI and SOC audit tasks to maintain project compliance.
Review weekly antivirus compliance reports and remediate identified issues.
Document support activities, resolutions, system configurations, and user instructions.
Collaborate with IT teams and project personnel, escalate complex issues, and contribute to cross-functional projects and IT process improvements.
Train end users 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 troubleshoot and assist users in geographically dispersed locations.
Monitor technology and industry trends and recommend improvements to IT infrastructure and user experience.
Perform other job duties as required.