Desktop Support Technician II

iT1Irving, TX

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Overview

Schedule

Full-time

Education

Network (CCNA, CCNP, CCIE)

Career level

Senior-level

Remote

On-site

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Job Description

The Desktop Support Technician is responsible for delivering high-quality, end-user support across the organization, with a strong focus on customer experience, VIP/executive support, and reliable technical service delivery. This role provides hands-on and remote support for hardware, software, and enterprise systems while ensuring minimal disruption to business operations.

The ideal candidate combines technical expertise with strong interpersonal skills, enabling them to deliver a “white-glove” support experience, particularly for executive leadership and high-priority users.

Requirements

Key Responsibilities

Customer Service & End-User Support

Provide responsive, professional, and courteous technical support to all end users

Deliver a high-quality customer experience by communicating clearly and setting expectations

Maintain ownership of incidents and service requests from initiation through resolution

Ensure timely updates and accurate documentation within the ticketing system

VIP / Executive Support

Provide white-glove technical support to executive leadership and VIP users

Anticipate and proactively address technical needs to minimize downtime

Maintain a high degree of professionalism, discretion, and urgency when handling executive requests

Support executive workstations, mobile devices, and conference room setups with minimal disruption

Event & Meeting Support

Provide technical support for meetings, conferences, and special events

Set up and troubleshoot:

Conference room technology

Audio/visual systems

Collaboration tools (Teams, conferencing platforms)

Ensure smooth operation of technology during live events and quickly resolve issues as they arise

Technical Troubleshooting (Hardware & Software)

Diagnose and resolve issues related to:

Windows operating systems

Standard business applications

Network connectivity and user access

Perform installation, configuration, and maintenance of desktops, laptops, and peripherals

Troubleshoot and support:

Printers and secure print systems

Docking stations, monitors, and accessories

Escalate complex issues to appropriate teams while maintaining ownership

Endpoint & Device Support

Support device lifecycle activities, including:

Imaging and device deployment

Hardware replacements and refresh programs

Onboarding/offboarding setup and equipment provisioning

Ensure endpoints are configured according to enterprise standards

Operational Support & Documentation

Utilize ITSM tools (e.g., ServiceNow) to manage incidents, requests, and tasks

Maintain accurate and complete ticket documentation for all work performed

Follow established policies, procedures, and escalation processes

Contribute to knowledge base articles and process documentation

Required Qualifications

2–5+ years of experience in desktop or end-user support
Experience supporting Windows-based environments and enterprise applications
Hands-on experience with hardware troubleshooting (desktops, laptops, printers, peripherals)
Familiarity with IT ticketing systems (e.g., ServiceNow or similar)
Strong customer service and communication skills

Preferred Qualifications

Experience with endpoint management tools (e.g., Intune, MECM/SCCM)
Experience supporting executive/VIP users in a corporate environment
Relevant certifications (CompTIA A+, Network+, ITIL Foundation)
Experience in regulated industries (e.g., financial services)

Location:

Location: Onsite — Irving, TX, San Diego, CA, or Las Vegas, NV

This is a one-year duration position.

Benefits

Medical, dental, and vision benefits with highly subsidized premiums
Two weeks paid time off in your first year, with increasing PTO as tenure increases, and most major holidays off
401(k) Plan with employer match
Onsite Fitness Center

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FAQs About Desktop Support Technician II Jobs at iT1

What is the work location for this position at iT1?

This job at iT1 is located in Irving, TX, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at iT1?

Employer has not shared pay details for this role.

What employment applies to this position at iT1?

iT1 lists this role as a Full-time position.

What experience level is required for this role at iT1?

iT1 is looking for a candidate with "Senior-level" experience level.

What education level is required for this job?

The education requirement for this position is Network (CCNA, CCNP, CCIE). Candidates with relevant qualifications or equivalent experience may also be considered.

What benefits are offered by iT1 for this role?

iT1 offers following benefits: Health Insurance, Dental Insurance, Vision Insurance, Paid Holidays, Paid Vacation, 401k Matching/Retirement Savings, and Health & Wellness Programs for this position. Actual benefits may vary depending on the employer's policies and employment terms.

What is the process to apply for this position at iT1?

You can apply for this role at iT1 either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.