Excellent Opportunity for a Level 2 Desktop Support Technician who provides technical support for hardware, software, and network-related issues escalated from Level 1 support. This role is responsible for diagnosing and resolving complex incidents, fulfilling service requests, managing IT assets, and ensuring timely resolution of technical problems in accordance with defined Service Level Agreements (SLAs). The ideal candidate combines strong troubleshooting skills with excellent customer service and the ability to work independently on moderately complex technical issues.
Key Responsibilities
Incident Management
Serve as the escalation point for Level 1 support, handling tickets that require deeper technical investigation
Diagnose and resolve hardware issues including desktops, laptops, printers, monitors, docking stations, and peripherals
Troubleshoot software issues including operating systems (Windows/macOS), productivity suites (Microsoft 365, Google Workspace), and business-critical applications
Resolve network connectivity issues at the endpoint level (Wi-Fi, VPN, LAN, DNS/IP conflicts)
Perform root cause analysis for recurring incidents and document findings
Prioritize and manage incident tickets based on severity, impact, and SLA requirements
Escalate unresolved or highly complex issues to Level 3 support or specialized teams (network, server, security)
Service Request Management
Process and fulfill service requests such as new hardware provisioning, software installations, account setup, and access changes
Manage the full lifecycle of IT assets — imaging, deployment, configuration, and decommissioning of desktops and laptops
Coordinate hardware/software procurement requests with vendors or internal procurement teams
Perform user onboarding/offboarding tasks including equipment setup, account provisioning, and access de-provisioning
Maintain and update the IT asset inventory and Configuration Management Database (CMDB)
Troubleshooting & Technical Support
Perform advanced diagnostics using tools such as Event Viewer, Task Manager, Command Prompt/PowerShell, Terminal, and remote monitoring tools
Troubleshoot Active Directory account issues (password resets, lockouts, group policy conflicts)
Support imaging and deployment tools (SCCM, Intune, JAMF, or equivalent MDM platforms)
Diagnose and resolve printer, scanner, and peripheral connectivity issues
Support mobile device management (MDM) for company-issued smartphones and tablets
Perform OS reinstalls, driver updates, and firmware upgrades as needed
Troubleshoot email client issues (Outlook, Exchange, Gmail) including profile corruption and sync errors
Documentation & Reporting
Document all incident resolutions, workarounds, and knowledge base articles for future reference
Maintain accurate records in the ITSM ticketing system (ServiceNow, Jira Service Management, Freshservice, or similar)
Contribute to and maintain internal knowledge base and standard operating procedures (SOPs)
Provide regular status reports and trend analysis on recurring issues to management
Customer Service & Communication
Deliver professional, courteous, and timely support to end users via phone, email, chat, and in-person
Communicate technical information clearly to non-technical users
Manage user expectations regarding timelines and resolution steps
Follow up on open tickets to ensure customer satisfaction and closure
Compliance & Security
Ensure all support activities comply with company IT security policies and data privacy regulations
Apply security patches, antivirus updates, and endpoint protection configurations
Identify and report potential security incidents (phishing, malware, unauthorized access)
Support compliance audits by providing accurate asset and access documentation
Experience
Good experience in a desktop support or IT service desk role
Demonstrated experience handling Level 2 escalations and complex troubleshooting
Experience with ITSM ticketing systems and SLA-driven environments
Experience supporting a Windows and/or macOS enterprise environment
Technical Skills
Strong knowledge of Windows 10/11 and/or macOS operating systems
Proficiency with Microsoft 365 / Google Workspace administration
Hands-on experience with Active Directory, Group Policy, and Azure AD/Entra ID
Familiarity with remote support tools (TeamViewer, AnyDesk, Remote Desktop)
Experience with endpoint management/imaging tools (SCCM, Intune, JAMF)
Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
Familiarity with antivirus/endpoint protection platforms
Basic scripting knowledge (PowerShell, Bash) a plus
Soft Skills
Excellent verbal and written communication skills
Strong analytical and problem-solving abilities
Ability to manage multiple priorities in a fast-paced environment
Customer-focused mindset with a professional demeanor
Strong attention to detail and documentation habits
Ability to work both independently and collaboratively within a team
