Synergis is seeking a Level 2 Desktop Support Technician (Device Support Technician – L2) to provide on-site support for a client’s Austin, TX office five days per week, with additional remote assistance as needed. The role focuses on troubleshooting end-user issues, supporting device deployment and lifecycle activities, and handling endpoint security and identity tasks using ITSM and endpoint management tooling.
Role Overview
This position supports end users in a corporate environment by resolving technical issues across Windows, macOS, mobile devices, peripherals, and common collaboration and business applications. It also includes device provisioning and lifecycle responsibilities, along with endpoint compliance, security validation, and identity or access support.
Responsibilities
- Provide in-person and remote technical support for end users (approximately 70% in-person / 30% remote)
- Troubleshoot Windows, macOS, mobile devices, peripherals, network access, collaboration tools, and business applications
- Support device deployment and lifecycle activities, including provisioning, imaging, application deployment, and hardware replacement
- Document, communicate, and resolve issues through ServiceNow or a comparable ITSM tool, aligned to IT service management standards
- Support endpoint management workflows using Microsoft Intune and MECM/SCCM, plus Apple management workflows
- Support security tasks including BitLocker validation, Microsoft Defender, and patch compliance
- Support identity and access activities involving Microsoft Entra ID, Active Directory, and MFA
- Assist with initiatives such as Windows 11 upgrades, device refreshes, and office moves
- Follow policies for asset tracking, inventory handling, device decommissioning, and data protection
- Use automation, reporting, and remote assistance tools responsibly to improve support efficiency
- Cross-train team members and participate in continuous improvement activities
Requirements
- 4–6+ years of in-person Desktop Support / Device Support / Support Center experience in a corporate environment
- Proven experience supporting end-user desktops, laptops, mobile devices, peripherals, and business applications
- Hands-on experience with ServiceNow or a comparable ITSM platform
- Working knowledge of current Windows and Microsoft 365 applications (Teams, Outlook, OneDrive, SharePoint) plus browsers
- Exposure to Intune, Entra ID, and Active Directory; endpoint compliance/security experience is preferred
- Bachelor’s degree, technical certificate, or equivalent IT experience (preferred)
- Certifications such as CompTIA A+ / Network+, Microsoft 365, Microsoft Endpoint Administrator, ITIL Foundation, Apple, or similar (preferred)
Technology Stack
Windows, macOS, mobile devices, ServiceNow, ITSM, Microsoft Intune, MECM/SCCM, Apple management workflows, BitLocker, Microsoft Defender, patch compliance, Microsoft Entra ID, Active Directory, MFA, Windows 11, Microsoft 365 (Teams, Outlook, OneDrive, SharePoint), and browsers.
Compensation
USD 58,000 - 65,000 per year.
Benefits
- 401(k)
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Referral program
- Retirement plan
- Vision insurance
Location and Work Schedule
- Austin, TX 78759 (Required)
- On-site: 5 days per week (non-negotiable)
- Work location: In person
