IT Service Desk Tech II — Onsite Support & Troubleshooting

Rochester Electronics, LLC; Newburyport (MA); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401K match

Paid time off

Tuition reimbursement

Flexible spending account

Job summary

Rochester Electronics IT Service Desk Technician II provides Tier 2 support for on-site and remote staff, troubleshooting complex issues, deploying PCs with SmartDeploy and Intune, and maintaining printers and conference room tech. New-hire orientations and software installations are included, with knowledgebase documentation to standardize procedures.

The role is full-time, onsite at the Newburyport campus with some Portsmouth support, 8:00 a.m. to 5:00 p.m., with flexibility as needed.

Qualifications

• Associate degree in computer science, business, or equivalent technical training/certification.
• Minimum three years of Service Desk Support experience with formal ticketing and SLA tracking.
• Proficient in Microsoft Windows, Active Directory, VPN, and MFA; knowledge of DNS, DHCP, and file services.
• Familiarity with mobile device support (iPhone/Android) including Outlook and MAPI integration.
• Strong troubleshooting, problem-solving, and communication skills with attention to detail.
• Experience in Excel and reporting tools for KPI and metric analysis.
• Demonstrated professionalism, teamwork, and ability to handle pressure during escalations.
• Capable of lifting and carrying up to 50 lbs

Responsibilities

• Provide professional, customer-oriented support with a positive, solution-driven approach.
• Manage, research, and resolve tickets promptly, documenting all troubleshooting and resolution steps.
• Record detailed resolutions in the Knowledgebase for future reference.
• Prioritize high-severity issues to minimize downtime and collaborate with IT colleagues for escalations.
• Identify root causes and develop solutions to prevent repeat incidents.
• Proactively communicate progress, trends, and potential issues to the IT Customer Service Support Manager.
• Contribute to process improvements, documenting new procedures, and recommending enhancements.
• Remain responsive via ServiceNow, Trello, email, and Teams.
• Perform repairs, updates, and installations for hardware, software, and peripherals.
• Train users on systems, provide documentation, and support software and hardware usage.
• Configure and deploy PCs for new hires and replacements; experience with SmartDeploy and Intune preferred.
• Set up and support RingCentral accounts and conduct new hire technology orientations.
• Maintain conference room technology; Logitech Tap experience a plus.
• Track and manage IT equipment inventory, and coordinate replenishment as needed.
• Assist with urgent after-hours issues, attend meetings, and participate in departmental projects.

Skills

Windows

Active Directory

VPN

MFA

DNS

DHCP

Outlook/MAPI

Excel

KPIs & reporting

Troubleshooting

Communication

Teamwork

Physical stamina

Education

Associate degree in computer science, business, or equivalent technical training/certification

Tools

Intune

SmartDeploy

ServiceNow

RingCentral

SharePoint

SolarWinds

Teams

Logitech Tap

Job description

Rochester Electronics IT Service Desk Technician II provides Tier 2 support for on-site and remote staff, troubleshooting complex issues, deploying PCs with SmartDeploy and Intune, and maintaining printers and conference room tech. New-hire orientations and software installations are included, with knowledgebase documentation to standardize procedures.

The role is full-time, onsite at the Newburyport campus with some Portsmouth support, 8:00 a.m. to 5:00 p.m., with flexibility as needed.