Desktop Technician L2 - ATL Job Atlanta area,Georgia USA,IT/Tech

Base Pay $27.00 - $32.00 / Hour
Employee Type Full Time/nonexempt

Job Description:

Desktop Technician Level 2 denotes an individual who has both proven field service experience (i.e. min. 2 years) and the technical knowledge, communication, and organizational skills necessary to independently perform and complete Level 1 and Level 2 hardware diagnostic, repair and maintenance services for a wide range of products/brands. This position reports directly to the Desktop Support Manager and/or designated Lead Desktop Technician.

Key Responsibilities include but are not limited to:

Provide Level 1 and Level 2 on-site and remote support for end users
Provide on-site VIP white-glove support to C‑Suite executives, delivering responsive, professional service with discretion and clear communication
Provide support and troubleshooting for Mac devices deployed to C‑Suite executives, including hardware, macOS, applications, and connectivity
Troubleshoot and resolve hardware, software, printer, and network connectivity issues
Provide hands-and-feet support to network and infrastructure teams as needed, including physically inspecting intermediate distribution frame (IDF) closets and associated hardware to assist with troubleshooting network and infrastructure issues
Provide conference room support, including room setup, audio/video and connectivity checks, and on-site standby support during client Town Hall meetings hosted by C‑Suite executives
Image and deploy PCs, Macs, mobile phones, computer peripherals, printers, and software; complete Mac imaging as needed using client-approved tools and procedures
Maintain inventory of hardware and software assets, including maintaining and monitoring the on-site pool of approximately 5-10 spare Windows laptops and Mac devices; track device availability, assignment, and readiness for deployment
Onboard and/or offboard end users, including account creation, termination, and modification; complete new hire device deployments on-site and in person as needed, including setup, handoff, and verification of access
Coordinate with client administration staff and the building facilities team as needed for vendor site visits and deliveries
Provide support and troubleshooting for digital signage in partnership with client administration staff
Respond to requests for support in person, via walk-up, phone, email, or through the ticketing system
Monitor appropriate ticket assignment queues, as instructed by management, to pull tickets and process tickets to completion in a timely manner
Document technical issues and resolutions in the ticketing system and maintain proper ticket hygiene standards
Provide end‑user training and support
Communicate effectively with end users to identify and resolve technical issues
Successfully complete projects and/or tasks that as assigned by management in a timely manner
Escalate any unresolvable issues properly and in a timely manner to the Lead Desktop Technician or Desktop Support Manager for further support

Travel:

Off‑site travel to a remote satellite office is required at least once per week, on Thursdays. Additional travel related to client projects may be required for support and/or pickup and drop‑off services at various client locations. Commuting via vehicle to these client locations and travelling on weekends and/or outside of normal working hours may be required.

Requirements:

2+ years of experience in desktop support
Strong knowledge in supporting and troubleshooting Windows and Mac operating systems
Experience with hardware troubleshooting and repair
Ability to work independently and in a team environment
CompTIA A+ certification and other Microsoft related certifications are preferred
Strong customer service skills and the ability to work effectively…