Desktop Support Technician L2 SE

Excis Compliance; Town of Sweden (NY); Hybrid; USD 55,000 - 85,000; Full time

Job summary

Excis Compliance is seeking a Desktop Support Technician L2 to provide day-to-day local/remote desktop support, troubleshoot hardware, software and application issues, and document steps in the ticketing system. You will diagnose incidents across Windows, macOS, and Office 365, and coordinate with supervisors to ensure consistency across shifts.

Join our supportive, family-like environment where you’ll mentor technicians, deliver break/fix services, and contribute to IT excellence through IMACs,

Qualifications

• Bachelor's degree in CS/IT or related field.
• Enterprise desktop support experience.
• Proficient with Windows and basic macOS support.
• Experience with AD, GPO, printers, and ticketing systems.
• MDM experience and familiarity with enterprise apps.
• CompTIA A+ or MCP certifications preferred.

Responsibilities

• Deliver end-user desktop and deskside support and resolve incidents per SLA.
• Configure devices and enterprise apps, manage KB/SOPs, and AD admin tasks.
• Log, update and escalate tickets; coordinate with IT teams and vendors.

Skills

Desktop support

Analytical skills

Customer service

Troubleshooting

Communication

Multitasking

Education

Bachelor's degree in Computer Science or Information Technology

Tools

Active Directory

Group Policy

ITSM ticketing system

Mobile Device Management (MDM)

Cisco Jabber

Microsoft Office 365

Job description

We are seeking a highly driven Desktop Support Technician L2 who will provide day to day local/remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer’s various core operating systems and platforms, as well as be able to provide support and apply desktop fault resolution for the approved application suite.

Join us for a rewarding career in a supportive, family-like environment where you’ll look forward to coming to work every day.

• Client in 190+ countries

What You Will Do:

• Deliver end-user desktop and deskside support: Provide first and second-level technical support by diagnosing and resolving hardware, software, operating system, network connectivity, printer, and application issues. Perform break/fix activities, IMACs (Install, Move, Add, Change, Delete), preventive maintenance, and ensure all incidents are documented and resolved within SLA.
• Support workplace devices and enterprise applications: Install, configure, upgrade, and troubleshoot Windows desktops/laptops, Microsoft Office, Cisco Jabber, authorized business applications, printers, mobile devices (iOS/Android), and basic macOS systems. Provision and configure user devices, manage application support using Knowledge Base (KB) and Standard Operating Procedures (SOPs), and assist with Active Directory user administration.
• Manage tickets and collaborate with IT teams: Log, update, and resolve incidents through the ITSM ticketing system, communicate status to end users, coordinate with third‑party vendors for complex issues, and provide Hands & Eyes support for Network, Server, Telecom, Audio/Visual, Data Center, and Conference Room teams. Mentor Band 1 technicians and assist Band 3 engineers when required.

What You need:

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field.
• Experience: Desktop support experience in an enterprise environment.
• Operating Systems: Windows 7/8.1/10, basic macOS support, Microsoft Office 365.
• Infrastructure Skills: Active Directory, Group Policy (GPO), PC/laptop hardware, printers, peripherals, enterprise antivirus, and ticketing systems.
• Mobile & Networking: iOS/Android device support, Mobile Device Management (MDM), enterprise encryption, basic networking, servers, Audio/Visual, telecom, and smart devices.
• Technical Skills: Hardware/software installation, IMACs, break/fix support, diagnostics, troubleshooting, and preventive maintenance.
• Certifications: CompTIA A+, Microsoft Certified Professional (MCP), or equivalent (preferred).
• Soft Skills: Strong analytical and troubleshooting skills, excellent communication, customer service, multitasking, SLA management, teamwork, flexibility, and willingness to work after hours or weekends when required.

Why Join Excis?

• Be part of a growing global team that values innovation and collaboration.
• Work with cutting‑edge technologies and projects.
• Career growth paths in IT support, network engineering, and beyond.

We’re excited to meet skilled and passionate individuals ready to contribute to our mission of delivering IT excellence. If you’re ready to take your career to the next level, apply today and join the Excis family!