Level 2 Desktop Support

Level 2 Desktop Support Technician

THIS IS A 1099 CONTRACTOR POSITION - NO TAXES WILL BE TAKEN OUT

We are seeking a skilled and customer-focused Level 2 Desktop Support Technician to provide advanced technical support across our organization. In this role, you will handle escalated issues from Level 1 support, troubleshoot complex hardware and software problems, and ensure smooth technology operations for end users. You will also support IT systems, assist with onboarding/offboarding, and provide both onsite and remote support.

Key Responsibilities

• Respond to and resolve second-level support tickets and escalated issues from the help desk.
• Troubleshoot desktops, laptops, mobile devices, peripherals, and related hardware/software.
• Provide support for Windows, macOS, Microsoft 365, and enterprise applications.
• Configure, install, and maintain end-user devices and software.
• Manage onboarding/offboarding, including account setup, permissions, and workstation prep.
• Maintain clear documentation of procedures, troubleshooting steps, and user guides.
• Collaborate with Level 3 support or vendors for complex issues.
• Ensure timely communication and resolution in line with SLAs.
• Deliver both onsite and remote technical support.
• Educate users on IT policies, security, and best practices.

Required Qualifications

• Associate’s or Bachelor’s degree in IT, Computer Science, or equivalent experience.
• 3–5 years of IT support experience, with at least 1 year at Level 2.
• Strong knowledge of Windows and macOS environments.
• Experience with Active Directory, Microsoft 365, and remote support tools.
• Familiarity with ITIL practices and ticketing systems (e.g., Service Now, Cherwell).
• Excellent troubleshooting, communication, and customer service skills.
• Ability to prioritize tasks and work in a fast-paced environment.

Preferred Qualifications

• IT certifications such as CompTIA A+, Network+, or Microsoft Certified:
  Modern Desktop Administrator.
• Experience supporting virtual environments (Citrix, VMware).
• Familiarity with mobile device management (MDM) platforms.

Why Join Us?

• Competitive pay
• Opportunity to work with modern IT systems and gain hands-on experience.
• Collaborative environment where your expertise directly impacts daily operations.

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