Information Technology Support Specialist

Position -Deskside support tech

Job Summary:

The L2 Desktop Support Technician is responsible for providing advanced technical support and

troubleshooting to end-users. This role involves addressing complex issues, maintaining hardware and

software systems and ensuring optimal performance and user satisfaction.

Key Responsibilities:

Provide second-level technical support for desktop/laptop hardware, software, and peripheral

issues.

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 computers

Assist 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's

ticketing 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 equipment

Build and maintain strong relationships with end users and ensure user satisfaction

Qualifications:

Associate or bachelor's degree in information technology, Computer Science, or related

field, or equivalent work experience.

Basic Racking and stacking skills