Deskside Support II: IT Troubleshooter & Liaison

TechDigital Group; Warsaw (IN); On-site; USD 42,000 - 62,000; Full time

Job summary

TechDigital Group in the United States is seeking an experienced IT support specialist to deliver Level 2 end-user tech assistance across HW/SW, troubleshoot across multiple technologies, and maintain high service quality. The role emphasizes initiative, communication, and proactive problem resolution within a dynamic environment.

The position requires willingness to operate in varied conditions, participate in projects, and contribute to a robust knowledge base.

Qualifications

• Role requires ability to take initiative to resolve issues and provide routine status updates.
• High emotional intelligence with strong communication skills for face-to-face conversations across levels.
• Experience with DSSL2 tech background; life sciences/healthcare background is a plus.

Responsibilities

• Must have strong troubleshooting skills across multiple technologies.
• Provide Level 2 technical assistance and support for end user devices (HW/SW).
• Analyze, resolve, respond to, and document end user inquiries.
• Install desktop/Laptop software using approved tools.
• Troubleshoot operating systems.
• Troubleshoot LAN/WAN connection issues.
• Update tickets with accurate records and resolution details.
• Maintain and contribute to a knowledge base.
• Coordinate hardware warranty repair.
• Escalate to 3rd party vendors when necessary.
• Raise and coordinate problem management issues.
• Perform additional end user/infra tasks as required.
• Participate in projects.
• Understand and manage SLA, KPI.
• Must be able to walk long distances.
• Must be able to lift up to 50 lbs without assistance.
• Work in dirty, hot or cold environments.
• May need to kneel.

Skills

Initiative

Emotional intelligence

Troubleshooting

Job description

TechDigital Group in the United States is seeking an experienced IT support specialist to deliver Level 2 end-user tech assistance across HW/SW, troubleshoot across multiple technologies, and maintain high service quality. The role emphasizes initiative, communication, and proactive problem resolution within a dynamic environment.

The position requires willingness to operate in varied conditions, participate in projects, and contribute to a robust knowledge base.