Desktop Support Technician II

An experienced Level II Support Technician to provide on-site IT support services for a manufacturing customer in Laconia, NH. The technician will serve as the primary local technical resource supporting end users, desktop systems, mobile devices, manufacturing-connected technology, printers, scanners, and site infrastructure initiatives. This position requires strong technical troubleshooting skills, a customer-focused mindset, and the ability to work independently within a manufacturing environment.

• Deliver deskside support for hardware and software incidents affecting laptops, desktops, and workstations.
• Troubleshoot and resolve Windows operating system issues, application issues, and peripheral device problems.
• Provide VIP and executive support when required.
• Support Microsoft 365 applications and standard business productivity tools.
• Assist users with account access, device setup, and day-to-day technical issues.

• Image, configure, deploy, and replace desktops, laptops, tablets, and mobile devices.
• Perform hardware upgrades, break/fix repairs, and warranty coordination.
• Execute refresh, migration, and asset management activities.
• Maintain accurate asset inventory and asset tracking records.
• Support patching and device compliance activities according to customer standards.

• Support printers, label printers, handheld scanners, RF devices, and related workplace technology.
• Troubleshoot manufacturing-related endpoint devices and local site technologies.
• Assist with lab systems, virtual machine environments, and operational technology (OT) support as directed.
• Perform technology setup and support for conference rooms and collaboration spaces.

• Provide onsite "hands and feet" support for customer infrastructure and network teams.
• Assist with switch, wireless access point, UPS, and network hardware activities following customer procedures.
• Support cabling, rack, and equipment installation projects.
• Participate in site moves, adds, changes, and infrastructure upgrades.
• Coordinate with remote engineering teams during maintenance and project activities.

• Manage incidents and service requests through ServiceNow or approved ticketing tools.
• Meet service level expectations and maintain accurate ticket documentation.
• Communicate effectively with users, site leadership, and support teams.
• Identify trends and opportunities for process improvement.
• Maintain compliance with customer security, safety, and operational standards.

• 3+ years of desktop, deskside, or field support experience.
• Strong knowledge of Windows 10 and Windows 11.
• Experience supporting Microsoft Office and Microsoft 365 applications.
• Experience using ServiceNow or similar ticket management systems.
• Understanding of TCP/IP networking fundamentals.
• Experience supporting printers, peripherals, scanners, and mobile devices.
• Excellent customer service and communication skills.
• Ability to prioritize multiple tasks in a fast-paced manufacturing environment.

• Manufacturing or industrial environment experience.
• Experience supporting Zebra or similar label printers.
• Knowledge of network switches, wireless infrastructure, and Smart Hands support activities.
• Familiarity with asset management and hardware lifecycle programs.
• Relevant technical certifications (CompTIA A+, Network+, Microsoft, or equivalent).

• Ability to lift up to 25 pounds independently and up to 50 pounds with assistance.
• Ability to stand, walk, bend, kneel, crawl, and move equipment throughout the facility as required.

• 8 am - 5 pm Monday through Friday.
• Occasional after-hours support, maintenance activities, project work, and emergency response may be required.

• Strong troubleshooting and problem-solving skills.
• Ability to work independently with minimal supervision.
• Excellent customer service and communication abilities.
• Experience supporting users in manufacturing or industrial environments.
• Ability to balance end-user support, infrastructure activities, and project work while maintaining service levels.