L2 Desktop Support Technician

Gr8ttek; Princeton (IN); On-site; USD 55,000 - 85,000; Full time

Job summary

Gr8ttek 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 across Windows, Mac, and iOS devices, and work with imaging and enterprise tools to keep end-user devices operating smoothly.

The role emphasizes delivering exceptional customer service, professional communication, and collaboration with remote engineering teams.

Qualifications

• 5–7 years of IT support experience.
• Hardware/software troubleshooting with OEMs.
• Experience with Zebra printers/scanners and remote tools.
• Knowledge of SCCM, Citrix, and workspace management platforms.
• Certifications like CompTIA A+, MCP/MCSE are a plus, not mandatory.
• Excellent verbal and written communication; customer-focused mindset.

Responsibilities

• Provide hands-on on-site support for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot incidents related to networks and computing devices; escalate as needed.
• Support remote engineering teams in software distribution, imaging, and workspace security.
• Deliver priority services for executive and VIP users.
• Maintain accurate documentation in ServiceNow and contribute to reporting.
• IMAC and break-fix activities; preventative maintenance following SME guidance.

Skills

Customer-focused mindset

Problem-solving

Strong communication

Punctual and professional

Team collaboration

Education

CompTIA A+

MCP/MCSE certs

Tools

ServiceNow

LogMeIn

Intune

Active Directory

SCCM

Citrix

Nexthink

Zscaler

VPN

Job description

• 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
• 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