IT Desktop Technician II

LN Curtis & Sons•Walnut Creek, CA

About The Position

The IT Desktop Support Technician II provides technical support and serves as an escalation point for end-user technology issues. The role supports desktop systems, laptops, mobile devices, Microsoft 365 services, and enterprise technologies, with a focus on customer service and IT operational excellence. The technician independently diagnoses and resolves complex issues, supports projects and technology deployments, and mentors junior staff. Travel, including weekends, is required based on project needs.

Requirements

Associate or bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
3–5 years of experience in IT help desk, desktop support, technical support, or customer service.
Strong knowledge of Windows operating systems, Microsoft 365, Active Directory or Entra ID, endpoint security tools, computer hardware and peripherals, and basic networking concepts including TCP/IP, DNS, and Wi-Fi.
Strong communication and customer service skills.
Experience working within an IT Service Management environment.
Strong customer service orientation and professional demeanor.
Excellent verbal and written communication skills.
Strong organizational and time-management skills.
Ability to prioritize multiple tasks in a fast-paced environment.
Team-oriented approach and willingness to learn new technologies.
Collaborative approach with mentoring capabilities.
Attention to detail and commitment to quality service.
Strong analytical and troubleshooting skills.

Nice To Haves

Experience using IT Service Management (ITSM) or ticketing platforms such as ServiceNow, Jira, Freshdesk, or Zendesk.
Experience using endpoint management tools such as Microsoft Intune or Endpoint Central Cloud.
Experience supporting remote users and hybrid work environments.
Working knowledge of Microsoft SharePoint.
CompTIA A+ certification.
ITIL Foundation certification.

Responsibilities

Provide Tier 1 and Tier 2 technical support for hardware, software, network, and application issues.
Create, update, and close support tickets with detailed documentation.
Serve as an escalation point for requests unresolved by junior technicians.
Troubleshoot Windows 11, Microsoft 365, Zoom, Active Directory or Entra ID, mobile devices and MDM, printers, scanners, peripherals, and audio/visual and conference room technologies.
Manage user accounts, permissions, and access requests.
Assist with onboarding and offboarding activities.
Support enterprise endpoint management platforms, including Microsoft Intune and Endpoint Central Cloud (ECC).
Assist with workstation refresh projects, office relocations, and technology rollouts.
Create and maintain technical documentation and knowledge base articles.
Identify recurring issues and recommend long-term solutions and process improvements.
Provide technical guidance and mentoring to junior support technicians.
Maintain IT asset inventory and equipment records.