The Desktop Support Technician II
About The Position
The Desktop Support Technician II provides Level 2 (L2) technical support to end users throughout Masco’s corporate and business unit environments. This role resolves advanced incidents and service requests, supports desktop and endpoint technologies, and ensures consistent IT service delivery according to defined service levels and company standards. This role functions inside an IT service management framework and collaborates with Service Desk, Desktop Support leadership, and other IT groups. It ensures operational stability and provides a high-quality experience for end users.
Requirements
- Associate’s degree in Information Technology, Computer Science, or related field, or equivalent experience
- Minimum of two (2) years of desktop support, help desk, or IT support experience
- Experience supporting enterprise desktop environments
- Proficiency with Microsoft Windows OS and Microsoft 365 applications
- Working knowledge of Active Directory/Entra and basic networking concepts
- Experience working with IT service management platforms (ServiceNow preferred)
Nice To Haves
- Experience operating within an ITIL-based service management framework
- Experience supporting executive or VIP users
- Familiarity with endpoint management, imaging, or asset management tools
- Experience in a corporate IT environment
Responsibilities
- Provide onsite and remote technical support for desktops, laptops, mobile devices, and related peripherals
- Diagnose and resolve advanced hardware, software, and connectivity issues
- Handle and resolve incidents and service requests via the authorized IT service management system (e.g., ServiceNow)
- Perform device provisioning, configuration, deployment, and lifecycle support
- Maintain accurate and complete documentation of all work performed
- Adhere to established IT policies, procedures, and service level agreements (SLAs)
- Advance complex issues following established support models
- Support onboarding and onboarding-related device preparation
- Contribute to knowledge base documentation and operational instructions
- Collaborate with IT teams on service delivery improvements and process enhancements
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
