L2 Desktop Support Technician

Gr8ttek, LLC; Ontario (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Gr8ttek, LLC is seeking an L2 Deskside Support Technician to provide on-site, second-level IT support at customer locations. You will troubleshoot hardware, software, and network issues, support end-user devices, and collaborate with technical teams to deliver high-quality service.

The role requires 5–7 years of IT support experience with strong communication skills and a customer-focused mindset. You will work with Windows/Mac, iOS devices, imaging, Intune, and ServiceNow in a dynamic

Qualifications

• 5–7 years of IT support experience.
• Strong hardware/software troubleshooting with OEMs.
• Experience with Zebra printers/scanners, Nexthink, and remote tools (LogMeIn).
• Knowledge of SCCM, Citrix, and workspace management platforms.
• Certifications like CompTIA A+, MCP/MCSE, or OEM certs are a plus, not mandatory.
• Professional communication, punctuality, and customer-focused mindset.

Responsibilities

• Provide hands‑on support for desktops, laptops, mobile devices, printers, video conferencing equipment, and peripherals.
• Troubleshoot and resolve incidents related to network and computing devices, escalating when necessary.
• Support remote engineering teams in application packaging, software distribution, image management, MDM, virtualization, and workspace security.
• Deliver priority services for executive and VIP users.
• Maintain accurate documentation in ServiceNow and contribute to reporting requirements.
• Perform IMAC (Install, Move, Add, Change) and break‑fix activities.
• Carry out preventative maintenance and follow SME instructions for infrastructure support.
• Ensure exceptional customer service and professional communication across organizational levels.

Skills

IT support

Troubleshooting

Customer service

Communication

Problem solving

Education

CompTIA A+

MCP/MCSE

OEM certifications

ITIL knowledge

Tools

ServiceNow

Intune

LogMeIn

Nexthink

SCCM

Citrix

Active Directory

Zscaler

Job description

What You’ll Do

• Troubleshoot desktops, laptops, mobile devices, printers, and peripherals
• Support Windows, Mac (lightly), and Apple iOS (iPhones/iPads)
• Log and track issues in ServiceNow
• Troubleshoot Zebra scanners and printers
• Handle imaging (PXE/USB), installs, upgrades, and break-fix activities
• Manage devices with Intune, Active Directory, VPN, and Zscaler firewall
• Provide VIP/executive support and exceptional customer service

What We’re Looking For

• 5–7 years of IT support experience
• Strong skills in hardware/software troubleshooting with OEMs
• Experience with Zebra printers/scanners, Nexthink, and remote tools (LogMeIn)
• Knowledge of SCCM, Citrix, and workspace management platforms
• Certifications like CompTIA A+, MCP/MCSE, or OEM certs are a plus, not mandatory
• Professional communication, punctuality, and customer-focused mindset

Overview

The L2 Deskside Support Technician provides on-site, second-level IT support at customer locations. This role ensures smooth operations by troubleshooting hardware, software, and network issues, supporting end-user devices, and collaborating with technical teams to deliver high-quality service.

Key Responsibilities

• Provide hands‑on support for desktops, laptops, mobile devices, printers, video conferencing equipment, and peripherals
• Troubleshoot and resolve incidents related to network and computing devices, escalating when necessary
• Support remote engineering teams in application packaging, software distribution, image management, MDM, virtualization, and workspace security
• Deliver priority services for executive and VIP users
• Maintain accurate documentation in ServiceNow and contribute to reporting requirements
• Perform IMAC (Install, Move, Add, Change) and break‑fix activities
• Carry out preventative maintenance and follow SME instructions for infrastructure support
• Ensure exceptional customer service and professional communication across organizational levels

Technical Skills

• Strong knowledge of Windows and Mac OS, including installation, upgrades, and troubleshooting
• Experience with Apple iOS devices (iPhones, iPads) setup, reinstall, and support
• Expertise in imaging computers via PXE or USB (offline media)
• Familiarity with Intune for device management
• Proficiency with ServiceNow ticketing system
• Troubleshooting hardware issues with OEMs (printers, computers, phones)
• Zebra printer and scanner support
• Experience with Zscaler firewall, VPN, and Active Directory
• Remote desktop support tools (LogMeIn)
• Nexthink for end‑user analytics
• Knowledge of SCCM, Citrix, and similar platforms for workspace services
• Understanding of TCP/IP networking, domains, and server‑client operations
• Hands‑on experience with infrastructure equipment (rack/stack, cabling, data center devices)
• Familiarity with backup operations and tape management

Interpersonal Skills

• Excellent customer interaction and communication skills
• Logical, analytical approach with strong problem‑solving ability
• Independent, punctual, and detail‑oriented
• Professional demeanor under pressure, with emphasis on grooming and presentation

Experience & Certifications

• 5–7 years of relevant IT support experience
• CompTIA A+, MCP/MCSE certifications are desirable
• OEM certifications preferred
• ITIL knowledge is advantageous

Language Requirements

• Fluency in English (Spanish is a plus) for customer interaction