L2 Desktop Support Technician

Gr8ttek, LLC; Princeton (IN); On-site; USD 55,000 - 75,000; Full time

Job summary

Gr8ttek, LLC in Princeton, Indiana provides on-site L2 Deskside IT support to corporate locations. The role focuses on hardware/software troubleshooting, imaging, and end-user device support to ensure minimal downtime.

You will work with Windows, Mac, iOS, and Zebra devices, manage ServiceNow incidents, and assist remote teams in packaging and distribution. Strong customer service and communication are essential.

Qualifications

• 5–7 years of IT support experience.
• Strong hardware/software troubleshooting with OEMs.
• Professional communication and customer focus.
• Experience with Zebra printers/scanners and remote tools.

Responsibilities

• Provide hands-on support for desktops, laptops, devices and peripherals.
• Troubleshoot network and computing devices; escalate when needed.
• Support remote engineering in software distribution and image management.
• Deliver services for executive and VIP users.
• Maintain documentation in ServiceNow.
• Perform IMAC and break-fix activities.
• Ensure exceptional customer service.

Skills

IT support

Hardware troubleshooting

Software troubleshooting

VIP support

Customer service

English communication

Education

CompTIA A+

MCP/MCSE

OEM certifications

ITIL knowledge

Tools

ServiceNow

Nexthink

LogMeIn

SCCM

Citrix

Intune

Active Directory

Zscaler

VPN

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