Desktop Support Technician level 2

MCPC; Wheeling (WV); On-site; USD 45,000 - 65,000; Full time

Job summary

A leading company is seeking a Level 2 IT Support Analyst to join their Service Desk team in Wheeling, WV. The role involves troubleshooting advanced tech issues, ensuring high-quality support, and contributing to system performance analysis. Ideal candidates are proactive with strong technical skills in Windows OS and networking, complemented by a customer-first mindset.

Qualifications

• Proficient in Windows OS and Microsoft 365 administration.
• Experience troubleshooting hardware and software issues.
• Knowledge of ITIL practices preferred.

Responsibilities

• Resolve complex IT issues and monitor system performance.
• Collaborate with teams for timely issue resolution.
• Document incidents accurately in the ITSM platform.

Skills

Communication

Problem Solving

Customer Service

Tools

Windows OS

Active Directory

Microsoft 365

Citrix

Networking (TCP/IP)

VMware

Job description

Job Title: Desktop Support Technician(level 2)

Location: Wheeling, WV

SUMMARY:

As a Level 2 IT Support Analyst for MCPC, you will be a key member of our client’s Service Desk team, delivering exceptional technical support to their clients and internal teams. You will troubleshoot and resolve complex IT issues, contribute to system performance analysis, and ensure a seamless technology experience for end users. This role requires a proactive mindset, strong technical acumen, and a commitment to delivering outstanding customer service.

KEY RESPONSIBILITIES:

• Serve as a primary escalation point for Level 1 support, resolving advanced technical issues via phone, email, chat, and ticketing systems.
• Troubleshoot and resolve incidents related to hardware, software, networking, and enterprise applications.
• Monitor and analyze system performance, identifying trends and recommending improvements.
• Document incidents, service requests, and resolutions in the ITSM platform with accuracy and clarity.
• Collaborate with internal teams and external vendors to ensure timely resolution of issues.
• Assist with system deployments, updates, and maintenance to minimize downtime.
• Create and maintain user-facing documentation, including knowledge base articles and training materials.
• Participate in on-call rotations and provide after-hours support as needed.
• Mentor junior analysts and contribute to a culture of continuous learning and improvement.

TECHNICAL SKILLS & QUALIFICATIONS:

• Proficiency in Windows OS, Active Directory, and Microsoft 365 administration.
• Experience with enterprise hardware, printing solutions, and mobile device management (iOS/Android).
• Familiarity with Citrix, remote access tools, and enterprise monitoring platforms.
• Basic understanding of networking (TCP/IP, switching, routing) and virtualization technologies (VMware, Nutanix, etc.).
• Knowledge of ITIL practices and service management tools preferred.
  

SOFT SKILLS & ATTRIBUTES:

• Strong communication skills with the ability to explain technical concepts to non-technical users.
• Customer-first mindset with a passion for delivering high-quality support.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Professional demeanor, strong work ethic, and a collaborative attitude.