Job Description

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).

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