Desktop Support Technician

MCPc

United States

United States

Postuler Maintenant

À propos

Onsite Desktop Support *This role is 100% in office Position Summary The Level 2 Desktop Support Technician provides advanced technical support to end users by troubleshooting complex hardware, software, and network issues that cannot be resolved by Level 1 support. This role serves as an escalation point, ensuring timely resolution and minimizing downtime across the organization. The Level 2 technician works closely with IT teams to deploy systems, maintain infrastructure, and contribute to continuous service improvement. Key Responsibilities Technical Support & Troubleshooting Respond to and resolve escalated service desk tickets related to desktops, laptops, mobile devices, printers, and peripherals. Troubleshoot advanced issues involving Windows/macOS operating systems, Office 365, and business applications. Diagnose and resolve network connectivity problems (LAN, VPN, wireless). Support complex hardware repairs and coordinate vendor repairs when necessary. Perform root-cause analysis and implement long-term corrective actions. System Administration Assist with user account management (Active Directory, Azure AD, Exchange, M365). Support software installs, updates, imaging, and configuration management. Maintain and troubleshoot endpoint security tools such as antivirus, disk encryption, and MFA. Support device enrollment and management through tools like Intune, SCCM, or JAMF. Deployment & Maintenance Participate in hardware refresh cycles, workstation rollouts, and office moves. Configure and deploy new equipment following established standards. Maintain inventory of IT equipment and ensure accuracy of asset tracking. Collaboration & Escalation Work closely with Level 1 technicians, providing coaching and knowledge transfer. Escalate complex issues to Level 3 engineers or specialized teams when required. Communicate effectively with end users to ensure a positive support experience. Documentation & Process Improvement Create and update knowledge base articles and troubleshooting guides. Document troubleshooting steps, resolutions, and follow-up needs in the ticketing system. Recommend improvements to workflows, tools, and processes to increase service quality. Qualifications Required 1-4 years of IT support or desktop support experience. Strong understanding of Windows and macOS operating systems. Experience with Microsoft 365 administration and common business applications. Working knowledge of networking fundamentals (TCP/IP, DHCP, DNS, VPN). Familiarity with ticketing systems (ServiceNow, Jira, Freshservice, etc.). Excellent troubleshooting and customer service skills. Preferred Certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications. Experience with endpoint management systems (Intune, SCCM, JAMF). Knowledge of scripting basics (PowerShell, Bash) for automation. Core Competencies Analytical and problem-solving mindset Strong communication and interpersonal skills Ability to work independently and prioritize tasks Customer-focused approach Attention to detail and documentation accuracy

United States

Compétences linguistiques

English

Avis aux utilisateurs

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