Desktop Support Technician L2

As a Level 2 Desktop Support you are responsible for supporting client technology and services located onsite at the customer location. This includes but not limited to desktop/laptop break/fix, re-imaging, troubleshooting, desk & mobile phone support and Audio/Visual & physical conference room support technologies. This is an internal end user employee facing role where your skills at maintaining and developing relationships with internal users and executive staff is crucial.

• Plan, design, implement, and support hardware and software installation projects
• Analyze, test, and debug compute device systems
• Customize systems for specific functional areas or unique user needs
• Laptop/Desktop Break-Fix, Remote Desktop Support, Remote Office on-site Travel
• Support OS, variety of applications, security agents/services, and hardware issues for users (MAC OS, Windows, IOS, Android)
• Work with IT Infrastructure teams to setup and maintain existing infrastructure environments and assist with local changes
• Provide user training and education
• Re-imaging with data transfer a requirement
• New HW delivery and setup. May require lifting of boxes and compute HW in addition to installation under desks
• Printer installation and troubleshooting
• Problem diagnosis and resolution
• Ensure client satisfaction and client management
• Provide user training and education
• Reporting to customers and management on status, resource needs, and projected outcomes
• Mentorship and training of junior Regional IT Specialists by more senior members of the team on processes and tools
• Project management

• Job experience and history focused on Desktop Support at Tier 2 levels
• Proficient in macOS and Microsoft Windows. Skilled in all diagnostics, commands, etc.
• Experienced in utilization of array of Desktop Imaging and MDM tools, such as Intune, SmartImager, Imperious, SmartDeploy.
• A thorough knowledge of Personal Computer Hardware, PDA devices, Desktop Software, Windows 10, Office 365, Microsoft Office products, OSX, G-Suite support & administration, Anti-Virus, Internet Browsers, Internet connectivity
• Demonstrated proficiency and professionalism when interfacing with customer employees, executives, and VIPs when providing Desktop Support
• Leadership ability to ensure technical growth and professionalism of Desktop team and colleagues.
• 3 years relevant technical experience supporting users in a Windows and Mac environment
• Ability to multi-task and manage multiple priorities in a fast-paced environment
• Ability to diagnose and solve complex technical issues
• Ability to professionally perform and communicate in stressful and high impacting situations
• CompTIA's A and Network certification preferred; MCSE: Desktop Infrastructure and CCNA a plus
• Good oral and written communication skills
• Ability to work collaboratively with other IT Regional Specialists and cross-functional technical team members to support deadlines; ability to work independently as well
• Ability to interface with executive level internal employees and troubleshoot their compute requirements
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
• Ability to follow standard engineering principles and practices
• Creative approach to problem solving
• Ability to handle multiple tasks concurrently with competing deadlines
• Ability to travel to customer sites for installations, troubleshooting, user training, and relationship management