Information Technology Support Specialist

Job Summary:The L2 Desktop Support Technician is responsible for providing advanced technical support andtroubleshooting to end-users. This role involves addressing complex issues, maintaining hardware andsoftware systems and ensuring optimal performance and user satisfaction.Key Responsibilities:Provide second-level technical support for desktop/laptop hardware, software, and peripheralissues.Diagnose and resolve advanced technical issues escalated from the L1 support team.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 computersAssist 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 equipmentBuild and maintain strong relationships with end users and ensure user satisfactionQualifications:Associate's or bachelors degree in information technology, Computer Science, or relatedfield, 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 SupportTechnician (MCDST) are a plus