This is a 12-month contract position for a Desktop Support Specialist II based in Rancho Cordova, California. You will provide expert technical support to end users across the organization, handling both routine and complex desktop support incidents and requests, including escalations from team members and IT teams. This is a hands-on role requiring the ability to troubleshoot and resolve issues remotely, over the phone, via email, remote desktop tools, and during in-person deskside visits. You may be called upon to provide occasional 24x7 support for escalations or after-hours work as needed. Responsibilities Handle all desktop support incidents and requests, including escalations from other team members and IT teams Provide expert technical support to all users, including senior leadership and assigned projects Troubleshoot and resolve complex PC hardware and software issues for both Windows and Apple OS platforms Provide support and resolve issues remotely and in person, over the phone, via email, and through remote desktop tools Configure hardware to be shipped to remote employees Use Jira to create tickets, manage assignments, and build dashboards for the enterprise deskside team Research and provide information about in-home electronics, peripherals, Wi-Fi setups, and wireless routers to executive leadership Escalate complex issues to other IT teams with clear written and verbal communication Lead desktop components of Facilities and IT projects as assigned Qualifications Required Minimum 3+ years of current experience as a Desktop Support Specialist 3+ years of desktop support experience with MS 365, Teams, Zoom, and Citrix/VDI Extensive technical knowledge of Jira system and interface to create tickets, assignments, and dashboards Strong troubleshooting skills and ability to resolve complex PC hardware and software issues for both Windows and Apple OS platforms Strong interpersonal skills to manage internal clients and vendors Highly developed analytical skills and ability to solve complex technical problems Excellent written and verbal communication skills Preferred Experience troubleshooting and resolving complex PC hardware and software issues Experience leading desktop components of Facilities and IT projects