Job Summary:

We are seeking a skilled and motivated Desktop Support Level 2 Technician to join our IT support team. The ideal candidate will have advanced technical knowledge and experience in troubleshooting and resolving desktop and laptop issues, as well as providing exceptional customer service to our users. This role involves working closely with Level 1 support, mentoring junior technicians, and managing more complex technical issues.

Key Responsibilities:

- Provide advanced technical support for desktop, laptop, and peripheral devices, including troubleshooting hardware and software issues.
- Diagnose and resolve complex technical problems related to operating systems, applications, and network connectivity.
- Assist Level 1 technicians with escalated support requests, guiding them through troubleshooting processes and solutions.
- Perform system installations, configurations, and upgrades for desktops and laptops, ensuring compliance with company standards.
- Manage and maintain inventory of hardware and software assets, including tracking and documenting changes.
- Collaborate with other IT teams to implement solutions for system-wide issues and participate in projects as needed.
- Conduct training sessions for Level 1 staff and end-users on new technologies, tools, and best practices.
- Maintain accurate documentation of support requests, resolutions, and procedures in the ticketing system.
- Monitor and analyze system performance and user feedback to identify areas for improvement.
- Stay up-to-date with industry trends, emerging technologies, and best practices in desktop support.

Qualifications:

- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- Minimum of 8 years above of experience in desktop support or a related IT support role.
- Strong knowledge of Windows and macOS operating systems, as well as common business applications (e.g., Microsoft Office Suite, antivirus software).
- Experience with remote support tools and ticketing systems (e.g., ServiceNow, JIRA, Zendesk).
- Familiarity with networking concepts, including TCP/IP, DHCP, and DNS.
- Excellent problem-solving skills and the ability to work independently and collaboratively.
- Strong communication and interpersonal skills, with a focus on customer service.
- Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus.