Desktop Support Technician II

Overview

We are authentic, professional providers of fun, focused on building a Great Place To Work For All by staying true to our mission: “Life’s a Party, We’re Makin’ It Fun!” and “So Much Fun It’s Scary!”

At Spencer’s and Spirit, we do the right thing always-integrity, fairness, respect, and transparency are our foundation. You will find our culture to be inclusive, passionate, resilient, and one that values differences and embraces all.

One Team / One Goal

We are leaders and owners of our business success. Whether it’s developing new and exclusive costumes, quality testing products, or implementing technology solutions, our teams understand the value of working collaboratively to embrace change through innovation, curiosity, and thoughtfulness.

We offer a comprehensive benefits package that includes:

• Flexible work environment
• Career advancement
• Competitive base salary
• Bonus opportunity
• Vacation, Personal, Sick and Holiday pay
• Medical, Dental, Vision, Disability, Life and AD&D insurance
• 401k with a company match
• 30% merchandise discount

Responsibilities

Desktop Support Level 2 provides advanced technical support and troubleshooting to end users and our analyst team, ensuring the ticket queue is monitored, and all service level standards are maintained. The individual will be responsible for resolving technical issues, hardware imaging, software deployments, and system support for all patching and upgrades happening on production systems. The ideal candidate will have strong technical abilities and a passion for learning and providing exceptional customer service.

• User account creation and change request
• Designing and implementing new systems and processes for end-users
• Advanced troubleshooting
• Designing and maintaining the base image for laptops
• Office 365 management, primarily all Exchange and Teams admin center needs
• Windows update management and scheduled deployments
• Managing the user access process, including granting access to certain key systems
• Assisting desktop engineering analyst when necessary
• Ensuring the ticket incidents and service requests are monitored, maintaining service standards
• Serve as an escalation point for complex technical issues
• Perform root cause analysis to identify recurring issues and recommend long-term solutions
• Identify knowledge gaps and create technical documentation for support staff
• Participate in knowledge-sharing sessions and technical training initiatives

Qualifications

• Associate degree in Computer Science, Information Technology, or two years of equivalent education and experience
• Excellent troubleshooting skills
• Basic familiarity with the configuration and maintenance of ITSM systems
• Technical documentation experience
• Experience supporting cloud-based technologies (Intune/Autopilot)
• Experienced with Active Directory and group management
• Manage Windows Patching and deployments
• Experience with writing command line and PowerShell scripts
• Creating and supporting Exchange/Outlook Local and Cloud
• Microsoft Teams administration tasks supporting end-users
• Strong support skills on all Windows OS
• Basic understanding of networking principles (DHCP, DNS)
• Experience supporting Mac OS and Jamf is preferred but not required

The pay range reflects the potential base salary range for this role. Individual base pay is determined by various factors such as relevant experience and skills, and the scope and responsibilities of the position.

Pay Range