Desktop Support Technician II

Overview

The Desktop Support Technician II provides advanced technical support to end users, ensuring the smooth operation of desktop systems, applications, and related technologies. This role handles escalated support issues, performs troubleshooting across hardware and software environments, and contributes to system improvements and user satisfaction. The ideal candidate demonstrates strong problem-solving skills, customer focus, and the ability to work independently on moderately complex technical issues.

Responsibilities

Provide Tier 2 support for desktops, laptops, mobile devices, printers, and peripheralsTroubleshoot and resolve escalated hardware, software, and network connectivity issuesInstall, configure, and maintain operating systems, applications, and workstation hardwareManage user accounts, access, and permissions (Active Directory, Azure AD, etc.)Support email systems (e.g., Microsoft Outlook, Exchange, M365) and collaboration toolsMaintain and deploy endpoint security updates, patches, and antivirus solutionsDocument incidents, service requests, and solutions in the ticketing systemPerform system imaging, deployments, and workstation refresh initiativesCollaborate with network, infrastructure, and security teams to resolve complex issuesProvide guidance and mentoring to Tier 1 techniciansEnsure adherence to IT policies, procedures, and service level agreements (SLAs)

Qualifications

Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)3–5 years of experience in desktop/end-user support or help desk environment Strong knowledge of Windows OS, Microsoft Office Suite, and general desktop software Experience with Active Directory, Office 365/M365, and endpoint management toolsProficiency in troubleshooting hardware, software, and network-related issuesFamiliarity with ticketing systems (ServiceNow, Jira, Zendesk, etc.)Excellent communication and customer service skills

• Certifications such as CompTIA A+, Network+, Microsoft certifications, or similar
• Experience with SCCM, Intune, or other endpoint management solutions
• Basic networking knowledge (TCP/IP, DNS, DHCP, VPN)
• Experience supporting remote users and hybrid environments
• Knowledge of ITIL principles or service management frameworks

  The expected salary range for this role is (USD $22.00 - USD $33.00 Hr.)

   

  Please note that the salary information shown above is a general guideline only. Salaries are based upon a wide range of factors considered in making the comensation decision, including, but not limited to, candidate skills, experience, education and training, the scope and responsibilities of the role, as well as market and business considerations.

   

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What We Offer

AmTrust Financial Services offers a competitive compensation package and excellent career advancement opportunities. Our benefits include: Medical & Dental Plans, Life Insurance, including eligible spouses & children, Health Care Flexible Spending, Dependent Care, 401k Savings Plans, Paid Time Off.

 

AmTrust strives to create a diverse and inclusive culture where thoughts and ideas of all employees are appreciated and respected. This concept encompasses but is not limited to human differences with regard to race, ethnicity, gender, sexual orientation, culture, religion or disabilities.

 

AmTrust values excellence and recognizes that by embracing the diverse backgrounds, skills, and perspectives of its workforce, it will sustain a competitive advantage and remain an employer of choice. Diversity is a business imperative, enabling us to attract, retain and develop the best talent available. We see diversity as more than just policies and practices. It is an integral part of who we are as a company, how we operate and how we see our future.