IT Support Technician II

Provide onsite and remote support for Windows and Mac devices, applications, peripherals, meeting-room technology, network connectivity, and access-related issues. Resolve incidents and service requests through phone, chat, remote-support tools, and in-person assistance while delivering a high-quality employee experience and meeting service-level expectations. Configure, image, deploy, replace, collect, securely wipe, and redeploy laptops and other IT equipment. Support smooth and efficient new-hire onboarding and employee offboarding. Provide local IT support, workstation setup, office-move assistance, and executive or priority-user support. Maintain accurate records for tickets, assets, inventory, and device assignments. Manage the full device lifecycle, from procurement and deployment through repair, refresh, return, and disposal. Coordinate with vendors on procurement, warranties, repairs, replacements, and related services. Escalate complex or unresolved issues to the appropriate technical teams while maintaining ownership through resolution. Create and maintain knowledge articles, procedures, and other support documentation. Follow all company requirements related to security, compliance, patching, encryption, and data protection. Experience in desktop support, service desk, end-user computing, or a similar technical-support role. Experience supporting employees through onsite assistance, phone, chat, and remote-support channels. Practical knowledge of Windows and macOS, along with Dell and Apple hardware. Hands-on experience with device imaging, provisioning, deployment, troubleshooting, and lifecycle management. Excellent customer-service, communication, analytical, and problem-solving skills. Ability to work independently, stay organized, and manage multiple priorities effectively. Fluent spoken and written English. Associate degree in an IT-related field, or equivalent professional experience. Experience working with ServiceNow or a similar IT service-management platform. Familiarity with Intune, Autopilot, SCCM, Jamf, Active Directory, and Microsoft 365. Basic understanding of networking principles and endpoint security. Experience supporting IT procurement, inventory, asset management, and vendor coordination. ITIL Foundation certification or other relevant technical certifications. Bachelor's degree in Information Technology, Computer Science, or a related field. Ability to lift and move IT equipment weighing up to 30 pounds, with reasonable accommodation provided where applicable.