The Desktop Support Technician II

The Desktop Support Technician II provides Level 2 (L2) technical support to end users throughout Masco’s corporate and business unit environments. This role resolves advanced incidents and service requests, supports desktop and endpoint technologies, and ensures consistent IT service delivery according to defined service levels and company standards. 

This role functions inside an IT service management framework and collaborates with Service Desk, Desktop Support leadership, and other IT groups. It ensures operational stability and provides a high-quality experience for end users.  

Essential Duties and Responsibilities 

• Provide onsite and remote technical support for desktops, laptops, mobile devices, and related peripherals 

• Diagnose and resolve advanced hardware, software, and connectivity issues 

• Handle and resolve incidents and service requests via the authorized IT service management system (e.g., ServiceNow) 

• Perform device provisioning, configuration, deployment, and lifecycle support 

• Maintain accurate and complete documentation of all work performed 

• Adhere to established IT policies, procedures, and service level agreements (SLAs) 

• Advance complex issues following established support models 

• Support onboarding and onboarding-related device preparation 

• Contribute to knowledge base documentation and operational instructions 

• Collaborate with IT teams on service delivery improvements and process enhancements 

Required Qualifications 

• Associate’s degree in Information Technology, Computer Science, or related field, or equivalent experience 

• Minimum of two (2) years of desktop support, help desk, or IT support experience 

• Experience supporting enterprise desktop environments 

• Proficiency with Microsoft Windows OS and Microsoft 365 applications 

• Working knowledge of Active Directory/Entra and basic networking concepts 

• Experience working with IT service management platforms (ServiceNow preferred) 

Knowledge, Skills, and Abilities 

• Strong troubleshooting and analytical skills 

• Effective written and verbal communication skills 

• Ability to prioritize and manage multiple tasks 

• Customer-focused approach with strong service orientation 

• Ability to work both independently and in a team environment 

• Strong attention to detail and documentation in the field 

Preferred Qualifications 

• Experience operating within an ITIL-based service management framework 

• Experience supporting executive or VIP users 

• Familiarity with endpoint management, imaging, or asset management tools 

• Experience in a corporate IT environment 

Work Environment and Physical Requirements 

• Primarily onsite role at Masco World Headquarters in Livonia, Michigan 

• May require occasional movement between office locations 

• Ability to lift and transport IT equipment (approximately 25–30 pounds) 

• Ability to provide hands-on, desk-side technical support 

Masco Corporation (the “Company”) is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company. 

Masco Corporation is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information. 

E-Verify Participation Poster: English & Spanish