Desktop Support Technician L2

As a Level 2 Desktop Support, you are responsible for supporting client technology and services located onsite at the customer location. This includes but is not limited to desktop/laptop break/fix, re‑imaging, troubleshooting, desk & mobile phone support, and Audio/Visual & physical conference room support technologies. This is an internal end-user employee-facing role where your skills in maintaining and developing relationships with internal users and executive staff are crucial.

• Plan, design, implement, and support hardware and software installation projects
• Analyze, test, and debug compute device systems; customize systems for specific functional areas or unique user needs; laptop/desktop break‑fix, remote desktop support, remote office on‑site travel support, OS, variety of applications, security agents/services, and hardware issues for users (MAC OS, Windows, IOS, Android)
• Work with IT Infrastructure teams to set and maintain existing infrastructure environments and assist with local changes
• Provide user training and education
• Re‑imaging with data transfer is a requirement
• New HW delivery and setup
• May require lifting of boxes and compute HW in addition to installation under desks
• Printer installation and troubleshooting
• Problem diagnosis and resolution
• Ensure client satisfaction and client management
• Provide user training and education
• Reporting to customers and management on status, resource needs, and projected outcomes
• Mentorship and training of junior Regional IT Specialists by more senior members of the team on processes and tools
• Project management

• Job experience and history focused on Desktop Support at Tier 2 levels
• Proficient in macOS and Microsoft Windows
• Skilled in all diagnostics, commands, etc
• Experienced in the utilization of an array of Desktop Imaging and MDM tools, such as Intune, Smart Imager, Imperious, Smart Deploy
• Thorough knowledge of Personal Computer Hardware, PDA devices, Desktop Software, Windows 10, Office 365, Microsoft Office products, OSX, G-Suite support & administration, Anti-Virus, Internet Browsers, Internet connectivity
• Demonstrated proficiency and professionalism when interfacing with customer employees, executives, and VIPs when providing Desktop Support
• Leadership ability to ensure technical growth and professionalism of Desktop team and colleagues
• 3+ years of relevant technical experience supporting users in a Windows and Mac environment
• Ability to multi-task and manage multiple priorities in a fast-paced environment
• Ability to diagnose and solve complex technical issues
• Ability to professionally perform and communicate in stressful and high-impacting situations
• CompTIA's A+ and Network+ certification preferred; MCSE:
  Desktop Infrastructure and CCNA a plus
• Good oral and written communication skills
• Ability to work collaboratively with other IT Regional Specialists and cross-functional technical team members to support deadlines; ability to work independently as well
• Ability to interface with executive-level internal employees and troubleshoot their computing requirements
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
• Ability to follow standard engineering principles and practices
• Creative approach to problem-solving
• Ability to handle multiple tasks concurrently with competing deadlines
• Ability to travel to customer sites for installations, troubleshooting, user training, and relationship management