The Desktop Support Technician - Level 2 provides advanced technical support for end-users, troubleshooting complex hardware, software, and network issues. This role involves resolving escalated support tickets, deploying IT systems, maintaining IT security, and collaborating with Level 1 support technicians and other IT teams to ensure seamless technology operations.
Responsibilities
* Provide second-level technical support for desktops, laptops, printers, mobile devices, and peripherals.
* Troubleshoot and resolve escalated hardware and software issues from Level 1 support.
* Install, configure, and upgrade operating systems and applications.
* Manage user accounts, permissions, and access controls in Active Directory and other identity management systems.
* Support network connectivity issues, including LAN, Wi-Fi, VPN, and remote access troubleshooting.
* Deploy and manage desktop imaging solutions for device rollouts and replacements.
* Assist in IT security initiatives, including antivirus management, encryption, and compliance adherence.
* Create and maintain technical documentation, procedures, and knowledge base articles for IT staff and end-users.
* Provide training and mentorship to Level 1 support technicians.
* Work closely with system administrators and network engineers to diagnose and resolve more complex IT infrastructure issues.
* Support IT asset management, ensuring proper tracking of hardware and software licenses.
* Participate in IT projects, system upgrades, and innovative technology rollouts.
* Ensure timely resolution of issues and meet service level agreements (SLAs).
Qualifications & Skills
* Education: Associate or bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience).
* Experience: 2+ years of experience in IT support, desktop support, or help desk roles, with a focus on troubleshooting and escalation.
Technical Skills
* Proficiency in Windows and macOS operating systems.
* Strong knowledge of Microsoft 365, Active Directory, Group Policy, and Exchange.
* Experience troubleshooting and configuring network components such as DNS, DHCP, TCP/IP, and VPNs.
* Familiarity with remote desktop tools and IT ticketing systems (e.g., ServiceNow, Jira, or similar).
* Direct experience with imaging tools (e.g., SCCM, MDT, or Intune).
* Understanding of cybersecurity best practices, endpoint protection, and patch management.
* Basic scripting skills (PowerShell, Bash, or Python) are a plus.
Soft Skills
* Strong analytical and critical thinking skills.
* Excellent verbal and written communication skills.
* Ability to work independently and collaborate with cross-functional teams.
* Customer-focused mindset with an initiative-taking approach to issue resolution.
* Strong organizational skills and mindfulness.
Preferred Qualifications
* Certifications such as CompTIA A+, ITIL Foundation, or similar.
* Experience with IT asset management and software deployment tools.
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