Onsite Desktop Support Technician II - Level 2

Catapult Solutions Group; Tucson (AZ); On-site; USD 31,000 - 44,000; Full time

Job summary

Catapult Solutions Group is seeking a Desktop Support Technician II for onsite, Level 2 support in Tucson, AZ. The role includes hardware troubleshooting, asset management, and Weekend coverage for peak periods.

The ideal candidate has 5+ years of end-user support in a fast-paced corporate setting, strong ServiceNow experience, and solid knowledge of Mac and Windows devices. Availability for weekend coverage is required.

Qualifications

• 5+ years end-user technical support experience in a fast-paced corporate or enterprise environment.
• Strong technical knowledge of Mac and Windows laptops and desktops.
• Advanced knowledge of ServiceNow, including ticket management, queue management, and the Asset Management module.
• Experience with Google Workspace (Gmail, Sheets, Docs, Slides).
• Ability to work onsite in Tucson, AZ and provide weekend coverage.

Responsibilities

• Provide Level 2 technical support and front-line walk-up assistance to onsite customers and employees.
• Support company-issued laptops and desktops, including software installations, hardware troubleshooting, system configuration, and issue resolution.
• Diagnose and troubleshoot issues across macOS and Windows devices.
• Perform root cause analysis to identify and resolve computer-related issues.
• Configure and troubleshoot wired and wireless network connectivity.
• Provide technical assistance and training to system users.
• Support the Live Expert program with ongoing technical troubleshooting and hardware maintenance.
• Manage break/fix activities including triage, repairs, vendor coordination, and ticket resolution.
• Troubleshoot and resolve hardware-related escalations within timelines.
• Assist with retail location hardware deployments and refresh activities.
• Use ServiceNow to manage support requests, monitor queues, escalate issues, and document resolutions.
• Investigation and asset management inquiries related to Legal and Compliance.
• Coordinate end-of-life processing for devices and asset disposal.

Skills

Mac and Windows support

End-user support

ServiceNow knowledge

Google Workspace

Customer service

Ticketing/queue management

Education

Bachelor’s degree or 5+ years experience

Tools

ServiceNow

Google Workspace

Job description

Catapult Solutions Group is seeking a Desktop Support Technician II for onsite, Level 2 support in Tucson, AZ. The role includes hardware troubleshooting, asset management, and Weekend coverage for peak periods.

The ideal candidate has 5+ years of end-user support in a fast-paced corporate setting, strong ServiceNow experience, and solid knowledge of Mac and Windows devices. Availability for weekend coverage is required.