L2 Desktop support

Responsibilities

• Ability to work within multiple sites, including travel to different locations as required by the customer.
• Physically fit to walk through large areas.
• Ability to work after hours and weekends if necessary.
• Knowledge using Service Now as the ticketing tool.
• Provide technical assistance and support, resolving problems related to computer hardware and software for end users.
• Analyze, resolve, respond to, and document end‑user inquiries.
• Install desktop/laptop, printers/scanners, and other peripheral software using approved tools.
• Troubleshoot operating‑system issues and connection issues with LAN/WAN.
• Update tickets with accurate and timely records of work performed and resolution details.
• Maintain and contribute to a knowledge base.
• Coordinate hardware warranty repair.
• Perform inventory management activities in coordination with asset management and other corporate groups.
• Escalate to 3rd‑party vendors when necessary.
• Raise and coordinate problem‑management issues.
• Provide on‑site operational support for remote management, installation and troubleshooting of data‑center equipment.
• Manages end‑user incidents and requests, serving as the go‑to person for all plant IT related requests (password resets, access, etc.).
• Handle all user‑related IT requests such as IMAC, break‑fix, and refresh.
• Manage IT assets, inventory, and stock‑room operations, including asset tagging and updating inventory in CMDB.
• Configure and support handheld/high‑jump scanners.
• Perform preventive maintenance checks on all handheld devices.
• Configure and support radio equipment.
• Handle shipping and receiving of assets requiring repair from OEMs, including scanners and handhelds.
• Install, reset, and add production devices (including handhelds) to networking systems.
• Configure and support thin clients and applications on iPads.
• Coordinate printer services and act as single point of contact.
• Address L1 printer issues; require AS400 knowledge for production printer support.
• Provide touch support / smart‑hands support to verify functionality or testing.
• Monitor PRTG tool for plant network devices.
• Coordinate with critical facilities team for power‑related work.
• Coordinate with 3rd‑party vendors for installation/fixtures for non‑IT requests such as Henderson, One Neck, and C&W.
• Escort vendors or coordinate vendor work, primarily for network cabling, data‑center work, ATT, OEMs.
• Act as backup for locations where L3 presence is limited, providing backup during production additions or OOO situations.
• Maintain an elevated skill set up to L2.5 to provide backup support for L3 resources as needed.