Job Description
The L2 Desktop Support Technician plays a critical role in delivering high-quality technical support and ensuring optimal system performance.
Key Responsibilities:
* Provide advanced technical assistance for desktop/laptop hardware, software, and peripheral issues.
* Diligently diagnose and resolve complex technical problems escalated from the L1 support team.
* Configure, install, and maintain operating systems, software applications, and system updates to ensure seamless operations.
* Conduct thorough root cause analysis to identify recurring technical issues and develop effective solutions.
* Excel 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 to drive technological advancements.
* Maintain accurate records of work performed, issues, and resolutions using the company's ticketing system.
* Offer remote support and troubleshooting for users working from home or in the field.
* Train and mentor junior support technicians as needed to foster growth and development.
* E nsure compliance with IT policies, security protocols, and best practices to safeguard sensitive information.
* Perform routine maintenance and inspections to guarantee optimal performance of equipment.
* Nurture strong relationships with end-users and strive to achieve user satisfaction.
Requirements
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 highly desirable.
Seniority level
Entry-level
Employment type
Contract
Job function
Information Technology
Industries
IT Services and IT Consulting