Desktop Support Technician

Job Summary:

We are seeking a skilled Tier 2 Desktop Support Technician to assist with the rollout and support of a company-wide Windows 11 migration. The ideal candidate will have strong technical knowledge of Windows operating systems, desktop hardware, and enterprise IT environments. This role involves end-user support, issue resolution, troubleshooting, and assisting with pre- and post-migration tasks to ensure a seamless transition.

Key Responsibilities:

Provide Tier 2 support for end-users during and after Windows 11 migration.

Troubleshoot and resolve software, hardware, and configuration issues related to the new OS.

Assist with the deployment of Windows 11 via imaging or in-place upgrade tools.

Collaborate with Tier 1 support to escalate and resolve complex issues.

Ensure all user data, settings, and applications are backed up and restored accurately.

Document support procedures, known issues, and resolutions in the IT knowledge base.

Participate in migration planning, testing, and validation processes.

Communicate clearly with users about changes, impact, and resolution timelines.

Support SCCM/Intune-based deployments and application packaging as needed.

Identify and recommend improvements to migration tools and support processes.

Qualifications:

3+ years of desktop support experience, preferably in a large enterprise setting.

Strong knowledge of Windows 10/11, Microsoft 365, Active Directory, and Group Policy.

Experience supporting or executing OS migrations (Windows 10 to 11 preferred).

Proficiency with imaging tools (e.g., MDT, SCCM) and remote desktop tools.

Familiarity with Intune, OneDrive, BitLocker, and common enterprise applications.

Solid troubleshooting skills for hardware, software, and network connectivity issues.

Excellent communication, documentation, and organizational skills.

Ability to work independently and manage time in a fast-paced environment.

Preferred Certifications:

CompTIA A+, Network+, or Security+

Microsoft Certified: Modern Desktop Administrator Associate

ITIL Foundation (a plus)

Working Conditions:

May require after-hours or weekend work during critical phases of migration.

Physical ability to lift and move desktop equipment (up to ~40 lbs).