Job Summary:

We are seeking a skilled Level 2 Desktop Support Technician to deliver exceptional technical support and troubleshooting expertise to our end-users.

In this role, you will tackle complex challenges, maintain hardware and software systems, and ensure high-level performance and user satisfaction.

Key Responsibilities:
• Provide expert second-level technical support for desktop/laptop hardware, software, and peripheral issues.
• Diagnose and resolve advanced technical issues escalated from the Level 1 support team.
• Install, configure, and maintain operating systems, software applications, and system updates.
• Conduct root cause analysis to identify recurring technical problems and develop effective solutions.
• Exhibit proficiency in troubleshooting break/fix issues for Windows and Mac computers.
• Assist with network connectivity issues, including LAN/WAN, Wi-Fi, and VPN troubleshooting.
• Collaborate with IT team members on various projects, upgrades, and implementations.
• Maintain detailed 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 strong relationships with end users and prioritize user satisfaction.

Qualifications:
• Associate or bachelor's degree in information technology, Computer Science, or a related field, or equivalent work experience.
• Basic racking and stacking skills.