Desktop Support Technician II

As a Desktop Support Technician II, you will provide advanced technical assistance to end users and handle escalated, complex issues across hardware, software, operating systems, and network services. This onsite role in Buffalo, NY also supports desktop deployments, upgrades, documentation, and collaboration with internal IT teams and external vendors.

Key Responsibilities

• Troubleshoot and resolve advanced desktop, laptop, hardware, software, and operating system issues escalated from help desk support.
• Diagnose and resolve complex problems involving Windows operating systems, network connectivity, VPN, printers, Microsoft 365, and other business applications.
• Install, configure, maintain, and upgrade computer hardware, software, operating systems, and peripheral devices.
• Support Active Directory, including user accounts, permissions, group policies, and endpoint management tools.
• Investigate recurring technical issues, perform root cause analysis, and implement permanent solutions to prevent repeat incidents.
• Document troubleshooting steps, resolutions, configurations, and technical procedures in the IT service management system and knowledge base.
• Assist with IT projects such as desktop deployments, equipment refreshes, software rollouts, system migrations, and infrastructure upgrades.
• Collaborate with network administrators, systems administrators, cybersecurity teams, vendors, and other IT personnel to resolve complex issues.
• Provide technical guidance and mentorship to help desk support staff and support knowledge sharing.

Required Qualifications

• Associate degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• 3–5 years of experience in desktop support, IT support, or a related technical role.
• Experience troubleshooting and resolving complex hardware, software, operating system, and connectivity issues.
• Strong working knowledge of Microsoft Windows operating systems and Microsoft 365 applications.
• Experience with Active Directory, Group Policy, and user account administration.
• Experience supporting laptops, desktops, printers, mobile devices, and other IT peripherals.
• Knowledge of networking fundamentals including TCP/IP, DNS, DHCP, VPN, and wireless connectivity.
• Experience using ticketing systems and following IT service management processes.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent written and verbal communication skills, including the ability to explain technical information to both technical and nontechnical users.
• Ability to manage multiple priorities, work independently, and perform effectively under pressure.
• Ability to travel to out of state locations for onsite support, equipment refreshes, and project implementation of new technology.

Technologies and Tools

• Windows operating systems
• Microsoft 365, Microsoft Outlook, Microsoft Teams, OneDrive, SharePoint
• Active Directory, Group Policy, Microsoft Entra ID
• VPN
• TCP/IP, DNS, DHCP, Wi-Fi
• IT service management system and knowledge base

Compensation and Location

• Location: Buffalo, NY (onsite)
• Pay: USD 24–28 per hour

Benefits

• Medical, dental, and vision coverage
• 401(k) with company match
• Paid time off
• Life and disability insurance
• Professional development opportunities

Professional Focus Areas

• Operating Systems: Microsoft Windows 10/11, Windows troubleshooting, system imaging, configuration, and deployment.
• Microsoft Platforms: Microsoft 365, Outlook, Teams, OneDrive, SharePoint, and related business applications.
• Identity and Access Management: Active Directory, Group Policy, user permissions, account management, and Microsoft Entra ID.
• Hardware Support: Desktop and laptop diagnostics, component replacement, docking stations, monitors, and peripheral troubleshooting.
• Networking: TCP/IP, DNS, DHCP, VPN, Wi-Fi, network connectivity, and basic network troubleshooting.

Travel Requirements

Ability to travel to out of state locations for onsite support, equipment refreshes, and project implementation of new technology.