Desktop Support Engineer L2 – Employee Technology Experience

About the role

The End User Services Technician II provides operational support for desktop IT infrastructure in an office environment. Working hybrid with four days on‑site in Santa Fe, you will handle IMAC requests, maintenance checks and event technology support.

Key responsibilities

• Deliver end‑user support during maintenance checks or dispatches.
• Diagnose technical errors and determine appropriate solutions.
• Produce timely, detailed service reports and document processes.
• Collect and analyze performance data to assist technical teams.
• Provide technology support for corporate events.
• Tie workflow to schedule and accurately document complex issue resolutions.
• Create workaround procedures when standard processes fail.

Required profile

• Customer‑centric with strong communication skills.
• Attention to detail and ability to lift/move hardware.
• Passionate about technology and continuous improvement.
• Strong knowledge of Windows 10/11 and Microsoft Office.

Required skills

• Windows 10, Windows 11
• Microsoft Office suite
• ServiceNow ticketing platform
• Active Directory administration
• Networking fundamentals
• Excel proficiency
• Mac OS support
• Familiarity with desktops, laptops, mobile devices and printers
• ITIL Service Management concepts
• Ticketing system experience