Information Technology Support Specialist (L2 Desktop)

About the role

The L2 Desktop Support Technician provides advanced technical assistance to end‑users, handling complex hardware and software issues while ensuring systems run smoothly and users remain satisfied.

Key responsibilities

• Deliver second‑level support for desktop and laptop hardware, software, and peripherals.
• Install, configure, and update operating systems and applications.
• Perform root‑cause analysis and develop long‑term solutions for recurring problems.
• Troubleshoot Windows and macOS break/fix issues.
• Assist with network connectivity, including LAN/WAN, Wi‑Fi, and VPN.
• Provide remote support for remote or field users.
• Maintain accurate records in the company ticketing system.
• Collaborate on IT projects, upgrades, and implementations.
• Mentor junior technicians and ensure compliance with IT policies and security standards.

Required profile

• Associate’s or bachelor’s degree in IT, Computer Science, or related field, or equivalent experience.
• 2‑4 years of desktop support or similar experience.
• Strong knowledge of Windows and macOS operating systems.
• Experience with Active Directory, group policies, and user account management.
• Proficiency with Microsoft Office Suite and common support tools.
• Relevant certifications (e.g., CompTIA A+, Network+, MCDST) are a plus.

Required skills

• Windows OS
• macOS
• Microsoft Office Suite
• Active Directory
• Group Policy
• Remote desktop tools
• VPN configuration
• LAN/WAN and Wi‑Fi troubleshooting
• Ticketing system usage
• Hardware and software troubleshooting