Tier 2 Desktop Support Technician

At FlexTG, we transform the way businesses manage their print environments. As a brand-neutral leader with a nationwide footprint, FlexTG delivers tailored managed print services to organizations of all sizes. Our proprietary technology sets us apart—helping clients streamline operations, reduce costs, and stay ahead in a rapidly changing world. Join a company that values innovation, flexibility, and making a real impact.

We are looking for a skilled and customer-oriented Tier 2 Desktop Support Technician to join our IT Operations team. This role is responsible for resolving escalated technical issues, supporting end‑user hardware and software, and ensuring the stability and performance of desktop environments. The ideal candidate will work closely with Tier 1 support, system administrators, and other IT teams to deliver high‑quality technical support and contribute to continuous service improvement.

• Troubleshoot complex hardware, software, and network issues on desktops, laptops, and mobile devices, to provide resolution for all individualized end user issues.
• Own processes and deployment for system imaging, software deployment automation, and patch management.
• Manage user accounts, permissions, and group policies via Active Directory and other identity platforms.
• Support maintenance activities on hardware, operating systems, and software applications to make physical changes to PC, server, and network storage hardware.
• Participate in an on‑call rotation to provide support to users after hours.
• Perform and document root cause analysis for larger, wide‑spread issues.
• Act as an escalation point for Tier 1 team members, providing training on complex issues.
• Create and maintain solutions in the knowledge base, for Tier 1 team members to utilize in daily troubleshooting efforts.
• Provide white glove support for executives, using critical thinking skills to ensure timely resolution and follow‑up.
• Develop scripting solutions to automate manual actions that can be provided to Tier 1 team members, supporting in making operations more efficient.
• Responsible for various IT projects such as hardware refreshes, system upgrades, and office moves.
• Provide remote and on‑site support as needed, within our Mesa,AZ headquarters office, including occasional travel to satellite offices.

• 2 years of experience in a Tier 2 support position. A high school diploma or equivalent is required
• 2 + years of Customer Service experience over the phone or in a remote setting is required
• Ability to perform extensive research and root cause analysis for complex issues that may require vendor or additional product community research to resolve.
• Ability to mentor and cross train Tier 1 associates on best practices
• Ability to provide world‑class customer service to the FlexTG family of companies and employees through phone, email, and deskside support.
• Strong knowledge of Windows and macOS environments, Microsoft 365, and enterprise IT tools.
• Experience with Active Directory, Group Policy, and remote support tools (e.g., SCCM, Intune, Beyond Trust).
• The ability to use several tools and/or systems at once to diagnose and repair end‑users’ issues such as Beyond Trust, Office 365, Mimecast, eAutomate, Active Directory, Ring Central, Service Now and Inuvika, or other virtual computing platforms.
• Strong communication skills, including email, written documentation, verbal instructions, and the ability to listen actively. Ability to follow processes and procedures and communicate status and progress to all levels of the business.
• Ability to prioritize tasks and manage time effectively in a fast‑paced environment.

• Experience with IT Service Management systems, such as, Service Now
• 6+ years of Customer Service experience over the phone or in a remote setting
• Relevant certifications such as CompTIA A+, Network+, Microsoft Certified:
  Modern Desktop Administrator Associate, or ITIL Foundation are a plus.
• Knowledge of endpoint security tools and practices.
• Familiarity with asset management and inventory systems.

This position has no…