Job Description

Desktop Support Technician II

Mountain View, CA – Onsite role (5 days/week)

Contract Role

Responsibilities

• Provide end-user support across all facets of the corporate computing environment
• Troubleshoot software, hardware, and connectivity issues for both Macintosh and Windows systems
• Deliver high-touch support with strong communication and interpersonal skills
• Diagnose and articulate root causes for technical issues, ensuring effective resolution
• Install, upgrade, and maintain software, hardware, and peripherals
• Support encryption, security tools, and triage activities within secure environments
• Assist users with system and server access requests
• Provide remote support for employees using Citrix, VDI, and Avaya/Cisco/Polycom telephony
• Manage shared mailboxes and distribution lists in Exchange
• Distribute and patch software using UEM and HUB technologies
• Document trends and insights in daily team meetings to improve support operations
• Maintain knowledge base and process documentation for accuracy and efficiency
• Work closely with Tier 3 teams on escalated issues and project initiatives
• Manage personal and team ticket queues, ensuring timely closure
• Serve as a Knowledge Domain Expert for specific technologies or processes

Qualifications

• 3–5 years of Service Desk and Desktop Support experience (Mac + PC) required
• Experience working in a customer-facing “Walk-Up Bar” support environment preferred
• Certifications: ACMT, CCT, ITILv4, CompTIA (completed or in progress)
• Strong communication skills for both technical and non-technical users
• Associate’s degree in a computer technology field (or equivalent)
• Familiarity with macOS Ventura/Sonoma and Windows 10/11
• Skilled in Microsoft Office and troubleshooting productivity tools
• Strong diagnosis and problem-solving abilities in fast-paced environments
• Knowledge of wired/wireless networking and Active Directory
• Experience with Exchange, AD, and software distribution systems
• Familiarity with Zoom and video conferencing platforms
• Proficient with collaboration tools such as Slack and Google Workspace
• Experience working within ticketing systems, particularly ServiceNow
• Strong mobile device support (Android, iOS)
• Ability to work independently and collaboratively

Required Skills

• Strong Mac and Windows expertise
• Experience with MS Exchange
• Availability of working onsite 5 days per week

Interview Process

• Round 1: 30-minute interview with two Team Leads
• Round 2: Onsite interview required

Thanks,

Nandit

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