Key Skills

Job Description

Job Summary: The L2 Desktop Support Technician is responsible for providing advanced technical support and troubleshooting to end-users. This role involves addressing complex issues, maintaining hardware and software systems and ensuring optimal performance and user satisfaction. Key Responsibilities: · Provide Second-level technical support for desktop/laptop hardware, software, and peripheral issues. · Install, configure, and maintain operating systems, software applications, and system updates. · Perform root cause analysis to identify recurring technical problems and develop solutions. · Excellent in troubleshooting break/fix issues of windows and mac computers · Assist with network connectivity issues, including LAN/WAN, Wi-Fi, and VPN. · Collaborate with IT team members on projects, upgrades, and implementations. · Maintain accurate records of work performed, issues, and resolutions using the company's ticketing system. · Provide remote support and troubleshooting for users working from home or in the field. · Train and mentor junior support technicians as needed. · Ensure compliance with IT policies, security protocols, and best practices. · Perform routine maintenance and inspections to ensure optimal performance of equipment · Build and maintain strong relationships with end users and ensure user satisfaction Qualifications: · Associate's or bachelor’s degree in information technology, Computer Science, or related field, or equivalent work experience. · 2-4 years of experience in a desktop support or similar role. · Strong knowledge of Windows and Mac operating systems. · Proficiency with Microsoft Office Suite and other common software applications. · Experience with Active Directory, group policies, and user account management. · Familiarity with remote desktop tools and support software. · Excellent problem-solving and analytical skills. · Strong communication and interpersonal skills. · Ability to work independently and as part of a team. · Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician (MCDST) are a plus

Core Responsibilities

Provide second-level technical support for desktop and laptop hardware, software, peripherals, operating systems, and network connectivity. Diagnose recurring issues, maintain systems and records, support users remotely, collaborate on IT projects, and help ensure user satisfaction and compliance with IT policies.

Requirements

Requires an associate or bachelor's degree in information technology, computer science, or a related field, or equivalent experience, and 2–4 years in desktop support or a similar role. Candidates should have strong Windows and Mac knowledge, experience with Active Directory and remote support tools, and strong troubleshooting, communication, and teamwork skills; relevant certifications are a plus.