L2 Tech Support

5 Star Recruitment; City of Norwich (NY); On-site; USD 70,000 - 90,000; Full time

Job summary

A leading recruitment agency is seeking an experienced IT support professional in Norwich, NY. The candidate should have over 7 years of Desktop Management experience, with skills in troubleshooting, vendor coordination, and strong communication. Responsibilities include providing break/fix support, managing a ticket queue, and ensuring timely resolution of user requests. This role requires a solid understanding of Windows OS, hardware configurations, and service desk tools. Join a dynamic team to deliver IT solutions effectively.

Qualifications

• 7+ years of experience in Desktop Management.
• Excellent understanding of PC hardware and software.
• Experience with Windows OS and enterprise applications.

Responsibilities

• Provide support for desktops, laptops, and peripherals.
• Troubleshoot hardware and software issues.
• Coordinate with third-party vendors for escalations.

Skills

Desktop Management

Windows 10/11

Communication Skills

Troubleshooting Skills

Vendor Coordination

Service Desk Tools

ITIL Processes

Tools

ServiceNow

Remedy

Job description

• 7+ years of experience in Desktop Management - Infrastructure Services (IS)
• Provide break/fix support for desktops, laptops, and peripherals
• Re-image devices and reinstall/configure applications as needed
• Troubleshoot Windows OS, hardware, and enterprise applications
• Coordinate with third-party vendors for escalations and hardware replacements
• Document issues and resolutions in the IT service management system (ServiceNow, Remedy, etc.)
• Comprehensive understanding of PC hardware, software, operating systems, directory services, printing and applications required.
• Application support: Include all applications in the computer. If this is the global application, coordinate with the second level team to resolve the issues.
• PC: Desktop/Laptop installation, book end users schedule for upgrade/refresh, perform user's existing computer system/software/data/printer installed/configuration settings intake prior any upgrade/refresh, and ensure they are as per order in the upgraded/refreshed computer.
• Printers: Support all printers, support network configuration, driver installation, and vendor coordination for setup/repair of faulty devices, etc.
• Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
• Excellent understanding of Windows 10/11 OS, Android OS Mac OS, MS Office, Basic LAN /WAN Issues, Wi-Fi Configuration, Application Software Configuration, VOIP Phone, Software installations
• Provide onsite and remote technical assistance to End Users.
• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement.
• Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Develop standard configuration and documentation, Develop installation and configuration procedures documentation (KB/KEDB and SOPs)
• Coordinate with vendors for provision of end-user support (e.g., Hardware Vendor technicians for warranty repair/replacement)
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
• Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
• Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
• Good understanding of O365 and related support activities
• Good understanding of Active Directory User/Group Management, DNS, Group Policy, Networking and Firewall
• Providing 2nd line technical support, incident & problem management through effective management of Service Desk Tool
• Experience of working within SLAs and ITIL processes
• Effective written and verbal communication skills
• Very strong people skills to manage multiple stakeholders including users, senior management, IT teams, project teams, vendors.