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

Desktop Support Technician

Job Description