Desktop Support Technician – Level 2

SUMMARY

We are seeking to hire a Desktop Support Technician to join our team. The ideal candidate will be a self‑starter, focused on positive outcomes for the customer. The candidate will need to be comfortable leading and guiding a team of desktop technicians, be able to view situations from multiple angles, and will naturally take the lead to resolve problems when they arrive.

Finally, the ideal candidate will be confident in themselves to suggest improvements when they observe deficiencies.

• Serve as the initial contact for reporting technical issues and answering questions related to software, hardware, and network problems.
• Provide hands‑on technical support for desktops, laptops, peripherals — Windows and Mac.
• Upgrade Windows and Apple notebooks through the addition of new hardware such as additional RAM or a new disk drive.
• Replace worn or defective parts and clean Windows and Apple notebook hardware according to manufacturers’ specifications.
• Perform testing of equipment that has been repaired prior to returning the equipment to the user.
• Image and re‑image Windows and Apple notebook deployments.
• Respond to phone calls, messages, and emails related to system issues or hardware problems.
• Accurately diagnose, troubleshoot hardware and software issues, ensuring timely resolution.
• Assist end‑users with hardware and software installations, configurations, and upgrades.
• Educate users on best practices for IT security and data protection.
• Ensure exceptional customer service and user satisfaction.
• Configure, troubleshoot, and monitor the functioning of personal computers and server systems.
• Basic networking knowledge.
• Collaborate with other IT teams to address complex technical problems.
• Support and mentor team members of desktop support technicians.
• Undertake pre‑emptive maintenance on telecommunication equipment.
• Escalate unresolved issues to higher support tiers when necessary.
• Assign tasks, coordinate with L2 teams, conduct training, and provide feedback.
• Foster a positive and collaborative work environment.
• Maintain accurate records of incidents, service requests, and resolutions.
• Create and update documentation related to desktop support processes.
• Coordinate with stakeholders to ensure successful project execution.
• Inventory management.
• Other related duties as required.

The core client hardware and software environment to be supported includes (but is not limited to) Lenovo Think Pad laptops, Apple Mac Books, macOS, Microsoft Windows 10, Microsoft Office 365 / 2011 / 2016, Crash Plan, McAfee AV / ePO, Cisco Any Connect VPN, Adobe Suite, PingID, SCCM, Casper.

• Positive attitude and collaborative approach in working within a team environment.
• Leadership experience.
• Strong customer service skills.
• Strong oral and written communications.
• Ability to learn and adapt quickly to changes.
• Critical thinking and analytical capabilities in troubleshooting and problem solving.
• Planning, organizing, and prioritizing skills.
• Attention to detail.
• Ability to be flexible and handle stressful situations at times.

• High school diploma or equivalent required.
• Bachelor's or Associate's in a relevant field preferred.

• 5+ years of relevant experience.

This is a level 2 position ideally suited to a candidate with 5+ years’ experience in a fast‑paced desktop support environment, experience providing leadership, training, and mentoring to a team, and experience with one or more of the following:

• Technical skills in installation and troubleshooting of relevant software and hardware.
• Knowledge and experience providing customer services, preferably in an IT service environment.
• Experience using any case management / support ticketing and knowledge‑based systems.
• Experience supporting Office 365.
• A+ certification.

• Ability to lift up to 30 pounds.
• Requires reliable transport to work onsite.

The candidate will work onsite under the direction of the partner leadership team.