Information Technology Support Engineer

Role Overview

The Level 2 Desktop Support Technician will deliver advanced technical assistance and resolve end-user issues efficiently to ensure smooth hardware and software operation. This position requires troubleshooting complex problems and facilitating elevated support to maintain optimal system performance and user experience.

Key Duties

• Offer second-tier support for desktop, laptop hardware, software, and peripherals.
• Install, set up, and maintain operating systems, applications, and system updates.
• Conduct root cause analysis on recurring technical problems and implement effective solutions.
• Expertly troubleshoot hardware and software issues on Windows and Mac platforms.
• Help resolve network connectivity problems, including LAN/WAN, Wi-Fi, and VPN configurations.
• Collaborate with IT colleagues on technology upgrades, projects, and deployments.
• Maintain detailed documentation of tasks, technical issues, and resolutions utilizing the organization's ticketing system.
• Provide remote support to users working offsite or from home environments.
• Train and guide junior support staff when necessary.
• Ensure adherence to IT policies, security standards, and industry best practices.
• Perform routine equipment maintenance and inspections to guarantee peak performance.
• Develop and sustain strong relationships with end-users to promote satisfaction.

Qualifications

• Associate's or bachelor's degree in Information Technology, Computer Science, or equivalent professional experience.
• Between 2 and 4 years of experience in desktop support or comparable technical roles.
• In-depth understanding of Windows and macOS operating systems.
• Proficient in Microsoft Office Suite and other common software packages.
• Hands-on experience with Active Directory, group policy management, and user account administration.
• Familiarity with remote desktop support tools and software.
• Strong analytical and problem-solving abilities.
• Effective communication and interpersonal skills.
• Capability to work both independently and collaboratively within a team.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician (MCDST) are advantageous.