Desktop Support Technician

Location: Farmington, CT

Salary: $20.00 USD Hourly – $21.00 USD Hourly

The L2 Deskside Support Technician provides on‑site, second‑level IT support at customer locations.

This role ensures smooth operations by troubleshooting hardware, software, and network issues, supporting end‑user devices, and collaborating with technical teams to deliver high‑quality service.

• Performs basic and moderately complex troubleshooting and repair activities, typically associated in an end‑user environment, including but not limited to PCs, desktops, laptops, tablets, and printers.
• Provide support to client identified VIPs
• Responds to change management requests including installing new PC equipment, providing end‑user desk side support and other related activities.
• Perform Install/Move/Add or Change (IMAC) activities.
• Perform all assigned desk‑side support activities.
• Display outstanding technical and professional services skills at all times.
• Meet established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines.
• Proactively communicate with the end‑user and service desk personnel regarding arrival times, repair time estimates and status of the repair.
• Understands and follows all documented service operations policies and procedures.
• Other duties or certifications may be assigned to meet business needs.
• MUST HAVE service now experience.

• Typically requires technical school certification or equivalent of 2-4 years of relevant experience.
• Maintain all required OEM Certifications as directed by Management.
• Knowledge of relevant software and hardware systems.
• Understanding of ITIL methodologies.
• A certification is desired.
• May require additional customer‑specific certifications or training as required.