L1/L2 Desktop Support Specialist

Job Summary:

We are seeking a skilled Desktop Support Specialist to provide L1 and L2 support for a diverse and large-scale IT environment. The ideal candidate will be responsible for providing technical assistance and support related to computer systems, hardware, and software. You will respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions, ensuring high levels of customer satisfaction and system availability.

Description:

- Respond to and resolve support tickets for hardware, software, kiosk, VMU’s and other peripherals (Windows and Apple/Mac platforms).

- Log, track, and update incidents and requests using IT service management tools (e.g., ServiceNow,).

- Install, configure, and maintain operating systems (Windows 10/11, macOS, iOS) and standard applications (Microsoft Office 365, line-of-business software).

- Set up computers, monitors, printers, mobile devices, and related peripherals for new and existing users.

- Basic experience or understanding of user and device management using Active Directory, Azure AD, and Apple Business Manager.

- Diagnose and resolve hardware and software issues, escalate complex problems as needed with vendors.

- Troubleshoot and resolve basic local network and connectivity issues (Wi-Fi, LAN, VPN, network printers, etc).

- Track and maintain accurate records of IT assets, including lifecycle management from deployment to decommissioning.

- Ensure secure handling and disposal of hardware, following organizational and security policies.

- Maintain thorough documentation of incidents, solutions, asset inventory, and standard procedures.

- Ensure adherence to IT security policies and audit requirements.

- Educate users on IT best practices, data security, and safe computing habits.

- Provide basic IT training or user guides to empower end-users with self-service capabilities.

- Collaborate with network, infrastructure, and remote support teams for escalations, specialized troubleshooting, and hands-on support as needed.

- Assist with on-site data center activities such as unracking, relocating, and installing servers, storage devices, network equipment, and UPS units as required.

- Demonstrate excellent customer service, communication, and documentation skills.

- Stay current with emerging technologies, IT practices, and security threats relevant to end-user computing.

- Educate users on IT best practices, data security, and safe computing habits.

- Provide basic IT training or user guides to empower end-users with self-service capabilities.

Required Skills & Qualifications:

- Proven experience in an L1/L2 Desktop Support role.

- Strong hands-on experience supporting Windows OS and macOS.

- Experience with mobile device support (iOS/iPadOS).

- Familiarity with support tools such as:

ServiceNow (SNOW) for ticketing.

Microsoft Azure/Intune for endpoint management.

SCCM for imaging and software deployment.

Excellent troubleshooting and problem-solving skills.

Strong customer service and communication skills.

Preferred Qualifications:

Experience supporting specialized equipment like Vehicle Mounted Units (VMUs), Timeclocks, or Kiosks.

Knowledge of ITIL frameworks for Incident, Problem, and Change Management.

Experience working in a structured, SLA-driven environment.

Work Schedule:

P1/P2 Incident Support: 24x7x365 on a rotating shift basis.

P3/P4 Incident Support: 16x5 (During core business hours).

Other information:

Some travel may be required between client locations with a personal vehicle (mileage reimbursed)