Desktop Support Technician - IT, Level 2

Frontiers Careers; Warszawa; On-site; PLN 60,000 - 90,000; Full time

Benefits offered by this job

Office presence

Wellbeing days

Volunteer days

EAP program

Learning Hub access

Job summary

Frontiers in Warsaw is seeking a Desktop Support Technician to keep our local office running smoothly. You will troubleshoot hardware and software, deploy equipment, and provide responsive end-user support to about 30 staff onsite and remotely.

This role emphasizes customer service and proactive IT operations, with responsibilities spanning inventory, onboarding, SOPs, training, and collaboration with the wider IT team to improve support processes and meet SLAs.

Qualifications

• 3-5 years of desktop support or similar experience.
• Associate or Bachelor's degree in IT/CS (preferred).
• Certifications such as CompTIA A+ or Microsoft Certified Desktop Support Technician.
• Familiarity with Windows, macOS, and iOS.
• Knowledge of IT security best practices.

Responsibilities

• Troubleshoot and resolve hardware and software issues autonomously (Level 2 Desktop Support Technician).
• Provide a high standard of IT Services Support onsite and remotely.
• Configure and deploy desktops, laptops, and mobile devices.
• Provide input on IT strategies and OKRs related to support efficiency.
• Utilize and contribute to IT support documentation and SOP's.
• Assist with network connectivity issues.
• Maintain an accurate inventory of all IT equipment and software licenses.
• Administer and grant Access Permissions to users.
• Onboard new starters and deliver IT Inductions.
• Provide end-user training and support for IT systems and applications.
• Collaborate with other IT team members to improve support processes.
• Support and contribute to both internal and external company events.
• Use JSM (Jira Service Management) ticketing system to communicate with users and provide updates.
• Ensure all tickets are resolved within defined SLAs (Service Level Agreements).
• Provide AV support in Meeting Rooms.

Skills

Desktop support

Customer service

Troubleshooting

IT support

Communication

Education

Associate or Bachelor's degree in IT/CS

Tools

Jira Service Management

Job description

The Desktop Support Technician plays a vital role in enabling employees to do their best work by ensuring they have reliable technology, responsive support, and a seamless IT experience. As the primary IT point of contact for a local office of approximately 30 employees, this role combines hands-on technical expertise with exceptional customer service.

You will be responsible for troubleshooting hardware and software issues, maintaining and deploying IT equipment, and proactively resolving technical challenges that impact day-to-day operations.

Beyond providing support, you'll contribute directly to employee productivity, workplace efficiency, and the overall success of the organization by creating a smooth and dependable technology environment.

This is an excellent opportunity for a service-oriented IT professional who enjoys building strong relationships with end users, taking ownership of local IT operations, and making a visible impact across the business.

Nature of Impact

• High level of customer satisfaction as measured by feedback surveys.
• Reduced downtime due to efficient troubleshooting and problem resolution.
• Accurate and up-to-date inventory management.
• Successful deployment and maintenance of IT equipment.
• Effective training sessions leading to fewer support requests.
• Meeting or exceeding SLAs for response and resolution times.

Key Responsibilities

• Troubleshoot and resolve hardware and software issues autonomously (Level 2 Desktop Support Technician).
• Provide a high standard of IT Services Support onsite and remotely.
• Configure and deploy desktops, laptops, and mobile devices.
• Provide input on IT strategies and OKRs related to support efficiency.
• Utilize and contribute to IT support documentation and SOP's.
• Assist with network connectivity issues.
• Maintain an accurate inventory of all IT equipment and software licenses.
• Administer and grant Access Permissions to users.
• Onboard new starters and deliver IT Inductions.
• Provide end-user training and support for IT systems and applications.
• Collaborate with other IT team members to improve support processes.
• Support and contribute to both internal and external company events.
• Use JSM (Jira Service Management) ticketing system to communicate with users and provide updates.
• Ensure all tickets are resolved within defined SLAs (Service Level Agreements).
• Provide AV support in Meeting Rooms.

Requirements

• 3-5 years of experience in a desktop support or similar role.
• Associate or Bachelor's degree in Information Technology, Computer Science, or related field (preferred).
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician).
• Familiarity with network configurations and protocols.
• Experience with operating systems (Windows, macOS, iOS).
• Knowledge of IT security best practices.

Benefits

• We prioritise office presence and emphasise in-person collaboration, but also offer appropriate adjustments where needed, in line with company policy
• Extra wellbeing days on top of your annual leave allowance
• Up to 3 paid volunteering days each year
• 24/7 confidential Employee Assistance Programme (wellbeing, mental health, legal & financial support)
• Learning & development support via the Frontiers Learning Hub

Equal opportunity statement

Frontiers actively embraces diversity and is a safe and welcoming workplace. Recruitment is free from discrimination - including based on race, national or ethnic origin, age, religion, disability, sex, gender identity or sexual orientation. With employees from more than 50 different nations, our diversity creates vibrant teams and constantly challenges us to appreciate multiple perspectives.