Job Description: The Desktop Support Technician II is responsible for analyzing, troubleshooting, and resolving complex hardware and software issues across the organization. This role handles escalated tickets, supports enterprise systems, and ensures end-user productivity by delivering high-quality technical assistance. The position also contributes to process improvements, supports IT projects, and provides guidance to junior technicians while adhering to IT service management standards.
Responsibilities:
- Receive, log, track, and resolve support requests following established procedures and SLA requirements.
- Handle escalations from Tier I Help Desk and unresolved incidents.
- Diagnose issues, perform roo...