Desktop Technician II

The Desktop Technician II provides second-tier technical support to end users across the transit agency, ensuring reliable operation of desktop systems, software, and peripheral equipment in administrative offices, operations centers, and field locations such as bus and rail facilities. This role requires strong technical expertise and customer service skills to work independently and collaboratively in a fast-paced, mission-critical transit environment and includes participation in a rotating on-call schedule for after-hours support. Job Responsibilities Provides Level 2 desktop support for hardware, software, network connectivity, and peripheral issues. Configures, deploys, and maintains Windows-based desktops, laptops, tablets, and mobile devices. Supports agency-specific applications, including Computer-Aided Dispatch (CAD), fare collection systems, and scheduling software. Troubleshoots and resolves incidents escalated from Desktop Technician I in accordance with established service level agreements (SLAs). Performs routine maintenance and updates on end-user systems, including operating system patches, antivirus updates, and application deployments. Creates, modifies, and maintains user accounts, access permissions, and security groups in Active Directory. Coordinates with vendors and contractors for hardware repairs, warranty service, and software licensing. Documents resolutions and contributes to the IT knowledge base and standard operating procedures. Participates in IT projects such as hardware refreshes, network upgrades, and application migrations. Provides support for remote users, including VPN connectivity and mobile access troubleshooting. Maintains accurate inventory records of IT assets and track equipment deployment and lifecycle status. Provides occasional support for audiovisual systems used in meetings, training, and presentations. Assists with emergency response activities and participate in after-hours or on-call support as required.