The L2 Desktop Support Technician is responsible for providing advanced technical support and troubleshooting to end-users. This role involves addressing complex issues, maintaining hardware and software systems and ensuring optimal performance and user satisfaction.
Key Responsibilities
- Provide Second-level technical support for desktop/laptop hardware, software, and periphera lissues
- Install, configure, and maintain operating systems, software applications, and system updates
- Perform root cause analysis to identify recurring technical problems and develop solutions
- Excellent in troubleshooting break/fix issues of windows and mac computer
- Assist with network connectivity issues, including LAN/WAN, Wi-Fi, and VPN
- Collaborate with IT team members on projects, upgrades, and implementations
- Maintain accurate records of work performed, issues, and resolutions using the company'sticketing system
- Provide remote support and troubleshooting for users working from home or in the field
- Train and mentor junior support technicians as needed
- Ensure compliance with IT policies, security protocols, and best practices
- Perform routine maintenance and inspections to ensure optimal performance of equipmen t
- Build and maintain strong relationships with end users and ensure user satisfactio n
Qualifications
- Associate's or bachelor’s degree in information technology, Computer Science, or relate dfield, or equivalent work experience
- 2-4 years of experience in a desktop support or similar role
- Strong knowledge of Windows and Mac operating systems
- Proficiency with Microsoft Office Suite and other common software applications
- Experience with Active Directory, group policies, and user account management
- Familiarity with remote desktop tools and support software
- Excellent problem-solving and analytical skills
- Strong communication and interpersonal skills
- Ability to work independently and as part of a team
- Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Suppor
