Desktop Support L2

As a Level 2 Desktop Support, you are responsible for supporting client technology and services located onsite at the customer location. This includes but is not limited to desktop/laptop break/fix, re-imaging, troubleshooting, desk & mobile phone support, and Audio/Visual & physical conference room support technologies. This is an internal end-user employee-facing role where your skills in maintaining and developing relationships with internal users and executive staff are crucial.

How You Will Make an Impact:

Plan, designed, implemented, and supported hardware and software installation projects Analyze, tested, and debug compute device systemsCustomize systems for specific functional areas or unique user needsLaptop/Desktop Break-Fix, Remote Desktop Support, Remote Office on-site Travel Support OS, variety of applications, security agents/services, and hardware issues for users (MAC OS, Windows, IOS, Android)Work with IT Infrastructure teams to set and maintain existing infrastructure environments and assist with local changesProvide user training and educationRe-imaging with data transfer is a requirement New HW delivery and setupMay require lifting of boxes and compute HW in addition to installation under desksPrinter installation and troubleshootingProblem diagnosis and resolutionEnsure client satisfaction and client managementProvide user training and educationReporting to customers and management on status, resource needs, and projected outcomesMentorship and training of junior Regional IT Specialists by more senior members of the team on processes and toolsProject managementWhat You Need to Succeed:

Minimum 3 years of relevant technical experience supporting users in a Windows and Mac environmentJob experience and history focused on Desktop Support at Tier 2 levelsProficient in macOS and Microsoft WindowsSkilled in all diagnostics, commands, etc.Experienced in the utilization of an array of Desktop Imaging and MDM tools, such as Intune, SmartImager, Imperious, and SmartDeploy.Thorough knowledge of Personal Computer Hardware, PDA devices, Desktop Software, Windows 10, Office 365, Microsoft Office products, OSX, G-Suite support & administration, Anti-Virus, Internet Browsers, Internet connectivityDemonstrated proficiency and professionalism when interfacing with customer employees, executives, and VIPs when providing Desktop SupportLeadership ability to ensure technical growth and professionalism of Desktop team and colleaguesAbility to multi-task and manage multiple priorities in a fast-paced environmentAbility to diagnose and solve complex technical issuesAbility to professionally perform and communicate in stressful and high-impacting situationsCompTIA's Aand Networkcertification preferred; MCSE: Desktop Infrastructure and CCNA a plusGood oral and written communication skillsAbility to work collaboratively with other IT Regional Specialists and cross-functional technical team members to support deadlines; ability to work independently as wellAbility to interface with executive-level internal employees and troubleshoot their computing requirementsStrong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environmentAbility to follow standard engineering principles and practicesCreative approach to problem-solvingAbility to handle multiple tasks concurrently with competing deadlinesAbility to travel to customer sites for installations, troubleshooting, user training, and relationship management