Level 2 Desktop Support Technician The Desktop Support Technician - Level 2 provides advanced technical support for end-users, troubleshooting complex hardware, software, and network issues. This role involves resolving escalated support tickets, deploying IT systems, maintaining IT security, and collaborating with Level 1 support technicians and other IT teams to ensure seamless technology operations.
Responsibilities:
Provide second-level technical support for desktops, laptops, printers, mobile devices, and peripherals.
Troubleshoot and resolve escalated hardware and software issues from Level 1 support.
Install, configure, and upgrade operating systems and applications.
Manage user accounts, permissions, and access controls in Active Directory and other identity management systems.
Support network connectivity issues, including LAN, Wi-Fi, VPN, and remote access troubleshooting.
Deploy and manage desktop imaging solutions for device rollouts and replacements.
Assist in IT security initiatives, including antivirus management, encryption, and compliance adherence.
Create and maintain technical documentation, procedures, and knowledge base articles for IT staff and end-users.
Provide training and mentorship to Level 1 support technicians.
Work closely with system administrators and network engineers to diagnose and resolve more complex IT infrastructure issues.
Support IT asset management, ensuring proper tracking of hardware and software licenses.
Participate in IT projects, system upgrades, and innovative technology rollouts.
Ensure timely resolution of issues and meet service level agreements (SLAs).Qualifications & Skills
Education:
Associate or bachelor's degree in IT, Computer Science, or a related field (or equivalent experience).
Experience:
2+ years of experience in IT support, desktop support, or help desk roles, with a focus on troubleshooting and escalation.
Technical Skills:
Proficiency in Windows and macOS operating systems.
Strong knowledge of Microsoft 365, Active Directory, Group Policy, and Exchange.
Experience troubleshooting and configuring network components such as DNS, DHCP, TCP/IP, and VPNs.
Familiarity with remote desktop tools and IT ticketing systems (e.g., ServiceNow, Jira, or similar).Direct experience with imaging tools (e.g., SCCM, MDT, or Intune).Understanding of cybersecurity best practices, endpoint protection, and patch management.
Basic scripting skills (PowerShell, Bash, or Python) are a plus.
Soft SkillsStrong analytical and critical thinking skills.
Excellent verbal and written communication skills.
Ability to work independently and collaborate with cross-functional teams.
Customer-focused mindset with an initiative-taking approach to issue resolution.
Strong organizational skills and mindfulness.
Preferred Qualifications:
Certifications such as CompTIA A+, ITIL Foundation, or similar.
Experience with IT asset management and software deployment tools.
Prior experience in an enterprise IT environment with structured ITIL-based processes
