Onsite Desktop Support Technician

Overview

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.

• 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.

• 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.

• 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.
• 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.

• 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.

• 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 (Service Now, Jira, Fresh service, etc.).
• Excellent troubleshooting and customer service skills.

• Certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications.
• Experience with endpoint management systems (Intune, SCCM, JAMF).
• Knowledge of scripting basics (Power Shell, Bash) for automation.

• 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

Salary Range: $40,000 - $48,000

Posted:
Friday, January 30, 2026 | Job # 332