# Desktop Support Technician II

> iT1 · San Diego, United States · Full-time · Posted 2026-05-27

**Workplace:** on_site

**Department:** Service Desk

## 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)

## 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

## Apply

[Apply at iT1](https://apply.workable.com/it1/j/DE28BFB018/apply)

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