The L2 Desktop Support Technician is responsible for providing advanced technical support and troubleshooting to end-users. This role involves addressing complex issues, maintaining hardware and software systems and ensuring optimal performance and user satisfaction.
Responsibilities
* Provide Second-level technical support for desktop/laptop hardware, software, and peripheral issues.
* Install, configure, and maintain operating systems, software applications, and system updates.
* Perform root cause analysis to identify recurring technical problems and develop solutions.
* Excellent in troubleshooting break/fix issues of Windows and Mac computers.
* Assist with network connectivity issues, including LAN/WAN, Wi-Fi, and VPN.
* Collaborate with IT team members on projects, upgrades, and implementations.
* Maintain accurate records of work performed, issues, and resolutions using the company's ticketing system.
* Provide remote support and troubleshooting for users working from home or in the field.
* Train and mentor junior support technicians as needed.
* Ensure compliance with IT policies, security protocols, and best practices.
* Perform routine maintenance and inspections to ensure optimal performance of equipment.
* Build and maintain strong relationships with end users and ensure user satisfaction.
Qualifications
* Associate's or bachelor’s degree in information technology, Computer Science, or related field, or equivalent work experience.
* 2-4 years of experience in a desktop support or similar role.
* Strong knowledge of Windows and Mac operating systems.
* Proficiency with Microsoft Office Suite and other common software applications.
* Experience with Active Directory, group policies, and user account management.
* Familiarity with remote desktop tools and support software.
* Excellent problem-solving and analytical skills.
* Strong communication and interpersonal skills.
* Ability to work independently and as part of a team.
* Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support.
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