Desktop Support Technician

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.

• 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).

• 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.

• 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., Service Now, 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 (Power Shell, Bash, or Python) are a plus.

• 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.

• Certifications such as CompTIA A+, ITIL Foundation, or similar.
• Experience with IT asset management and software deployment tools.