Desktop Support Technician

The Level II Desktop Support Specialist provides intermediate-level technical support, troubleshooting, and maintenance for end-user computing devices, software, and basic network connectivity. This role serves as an escalation point for Level I issues and ensures high availability and performance of IT services.

Key Responsibilities

• Provide Technical Support: Resolve escalated hardware, software, and operating system issues (Windows/macOS) for local and remote users.
• System Maintenance: Perform installation, configuration, and proactive maintenance of desktops, laptops, printers, and mobile devices.
• Troubleshooting: Diagnose and resolve complex issues related to Microsoft Office 365, Active Directory, basic networking (TCP/IP, Wi-Fi), and business applications.
• Documentation: Maintain accurate inventory records and update knowledge base articles and troubleshooting procedures.
• Collaboration: Work with Level I staff for knowledge transfer and collaborate with Level III/System Admins on advanced infrastructure issues.

Qualifications

• Experience: 3-5 years of experience in a desktop support or help desk role.
• Technical Skills: Proficiency in Windows 10/11, macOS, and Microsoft 365 administration.
• Certifications (Preferred): CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent.