Desktop Support Technician L2 - (H)

Covestic Inc; Arizona (TX); On-site; USD 50,000 - 85,000; Full time

Job summary

An established industry player is seeking a Level 2 Desktop Support Specialist to provide exceptional support for client technology and services. In this dynamic role, you will be responsible for troubleshooting and resolving issues across various platforms, including Windows and Mac. Your expertise in desktop imaging and MDM tools will be crucial as you manage hardware installations and provide user training. This position requires excellent communication skills, especially when interacting with executive staff, and a commitment to client satisfaction. Join a forward-thinking company where your contributions will make a significant impact on client experiences and team development.

Qualifications

• 3+ years experience supporting users in Windows and Mac environments.
• Proficiency in diagnostics and troubleshooting across various platforms.
• Leadership skills to mentor junior team members.

Responsibilities

• Provide desktop/laptop break/fix and remote support for users.
• Collaborate with IT teams to maintain and support hardware/software.
• Ensure client satisfaction and manage relationships effectively.

Skills

Windows Support

Mac Support

Desktop Imaging

MDM Tools (Intune, SmartImager)

Troubleshooting

Communication Skills

Leadership Skills

Problem-Solving Skills

Education

CompTIA A+ Certification

Network+ Certification

MCSE Certification

CCNA Certification

Tools

Windows 10

Office 365

OSX

G-Suite

Anti-Virus Software

Job description

Job Overview

As a Level 2 Desktop Support specialist, you will support client technology and services onsite at customer locations. Your responsibilities include desktop/laptop break/fix, re-imaging, troubleshooting, desk & mobile phone support, and Audio/Visual & conference room technologies. This role requires excellent relationship skills with internal users and executive staff.

Day-to-Day Responsibilities:

• Plan, design, implement, and support hardware and software installation projects. Analyze, test, and debug compute device systems.
• Customize systems for specific functional areas or user needs.
• Perform Laptop/Desktop Break-Fix, Remote Desktop Support, and on-site travel support for OS, applications, security, and hardware issues across MAC OS, Windows, IOS, Android.
• Collaborate with IT Infrastructure teams to maintain existing environments and assist with local changes.
• Provide user training and education.
• Handle re-imaging with data transfer, new hardware delivery, and setup.
• Lift boxes and compute hardware as needed for installation.
• Install and troubleshoot printers.
• Diagnose and resolve problems.
• Ensure client satisfaction and manage client relationships.
• Report status, resource needs, and outcomes to customers and management.
• Mentor and train junior team members on processes and tools.
• Manage projects effectively.

Required Skills and Experience:

• At least 3 years supporting users in Windows and Mac environments.
• Experience supporting Desktop at Tier 2 level.
• Proficiency in diagnostics, commands, and troubleshooting.
• Experience with Desktop Imaging and MDM tools like Intune, SmartImager, Imperious, and SmartDeploy.
• Thorough knowledge of PC hardware, PDA devices, software, Windows 10, Office 365, Microsoft Office, OSX, G-Suite, Anti-Virus, browsers, and connectivity.
• Professional interaction skills with customers, including executives and VIPs.
• Leadership skills to develop the Desktop support team.
• Ability to multi-task and prioritize in a fast-paced environment.
• Strong diagnostic and problem-solving skills.
• Effective communication skills, especially in high-pressure situations.
• Certifications like CompTIA A+ and Network+ preferred; MCSE and CCNA a plus.
• Excellent oral and written communication skills.
• Ability to work independently and collaboratively.
• Experience interfacing with executive-level staff.
• Quick learner of new technologies.
• Adherence to engineering principles and creative problem-solving.
• Willingness to travel for site support and training.