The Desktop Support Technician II

Requirements

• Experience operating within an ITIL-based service management framework
• Experience supporting executive or VIP users
• Familiarity with endpoint management, imaging, or asset management tools
• Experience in a corporate IT environment
• Work Environment and Physical Requirements
• Primarily onsite role at Masco World Headquarters in Livonia, Michigan
• May require occasional movement between office locations
• Ability to lift and transport IT equipment ( approximately 25 -30 pounds)
• Ability to provide hands-on, desk-side technical support
• E-Verify Participation Poster: English & Spanish
• E-verify Right to Work Poster: English, Spanish
• Company: Masco
• Full time
• Hiring Range: $23.80 - $37.35 USD
• Actual compensation may vary based on various factors including experience, education, geographic location, and/or skills.

Benefits

Additional Information

The Desktop Support Technician II provides Level 2 (L2) technical support to end users throughout Masco's corporate and business unit environments. This role resolves advanced incidents and service requests, supports desktop and endpoint technologies, and ensures consistent IT service delivery according to defined service levels and company standards. This role functions inside an IT service management framework and collaborates with Service Desk, Desktop Support leadership, and other IT groups. It ensures operational stability and provides a high-quality experience for end users. Essential Duties and Responsibilities Provide onsite and remote technical support for desktops, laptops, mobile devices, and related peripherals Diagnose and resolve advanced hardware, software, and connectivity issues Handle and resolve incidents and service requests via the authorized IT service management system (e.g., ServiceNow) Perform device provisioning, configuration, deployment, and lifecycle support Maintain accurate and complete documentation of all work performed Adhere to established IT policies, procedures, and service level agreements (SLAs) Advance complex issues following established support models Support onboarding and onboarding-related device preparation Contribute to knowledge base documentation and operational instructions Collaborate with IT teams on service delivery improvements and process enhancements Required Qualifications Associate's degree in Information Technology , Computer Science, or related field, or equivalent experience Minimum of two (2) years of desktop support, help desk, or IT support experience Experience supporting enterprise desktop environments Proficiency with Microsoft Windows OS and Microsoft 365 applications Working knowledge of Active Directory/Entra and basic networking concepts Experience working with IT service management platforms (ServiceNow preferred) Knowledge, Skills, and Abilities Strong troubleshooting and analytical skills Effective written and verbal communication skills Ability to prioritize and manage multiple tasks Customer-focused approach with strong service orientation Ability to work both independently and in a team environment Strong attention to detail and documentation in the field

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