Job Summary
We are seeking a skilled experienced Level 2 Deskside Technician to join our IT Support
Services team. The Level 2 Deskside Technician will provide advanced technical support to
end-users, resolving complex hardware software issues, assisting with IT projects
initiatives. This role requires strong technical expertise, excellent problem-solving
abilities, a commitment to delivering exceptional customer service.
Key Responsibilities
• Advanced Technical Support: Provide second-level technical support to end-users
fmore complex hardware, software, peripheral issues. Resolve escalated
support tickets in a timely efficient manner.
• Troubleshooting: Diagnose troubleshoot advanced hardware, software,
network, system issues. Perform root cause analysis implement long-term
solutions to prevent recurrence.
• Installation Configuration: Assist with the installation, configuration, and
maintenance of desktops, laptops, printers, other IT equipment. Ensure devices
are set up according to company standards user requirements.
• User Assistance: Provide in-depth guidance assistance to end-users on ITrelated issues, including software usage, system navigation, advanced
troubleshooting steps. Educate users on best practices security protocols.
• Asset Management: Maintain accurate records of IT assets, including hardware
inventory, software licenses, equipment assignments. Assist with asset
tracking, deployment, decommissioning.
• Documentation: maintain documentation fIT support processes,
procedures, troubleshooting guides. Ensure knowledge base articles are up-todate accessible to users.
• Escalation: Escalate unresolved issues to higher-level support teams vendors as
necessary. Follow up on escalated tickets to ensure timely resolution.
• Preventative Maintenance: Perform routine maintenance tasks, such as software
updates, system backups, hardware inspections, to ensure the reliability and
performance of IT equipment.
• Collaboration: Work closely with IT support teams, network administrators, and
other stakeholders to address resolve technical issues. Participate in team
meetings contribute to continuous improvement initiatives.
• Customer Service: Deliver exceptional customer service by maintaining a
professional friendly demeanor. Ensure user satisfaction through effective
communication prompt resolution of issues.
• Project Support: Assist with IT projects initiatives, including hardware and
software upgrades, system migrations, new technology implementations.
Qualifications
• Education: Associate’s degree in Information Technology, Computer Science, a
related field is preferred. Relevant certifications (e.g., CompTIA A+, Microsoft
Certified Professional, CompTIA Network+) are advantageous.
• Experience: 3-5 years of experience in IT support, helpdesk, deskside technician
roles. Proven experience resolving complex technical issues supporting
advanced IT environments.
• Technical Skills: Proficiency in troubleshooting hardware software issues on
Windows macOS platforms. Strong knowledge of networking principles,
printers, peripheral devices. Experience with Active Directory, group policies,
remote support tools.
• Communication: Excellent verbal written communication skills. Ability to
explain technical concepts to non-technical users clearly concisely.
• Problem-solving: Strong analytical problem-solving skills. Ability to diagnose
issues, identify root causes, implement effective solutions.
• Customer Focus: Commitment to delivering high-quality customer service. Ability
to handle user inquiries complaints with patience professionalism.
•ganizational Skills: Strongganizational time management skills. Ability to
prioritize tasks manage multiple support requests simultaneously.
• Adaptability: Ability to adapt to new technologies, processes, procedures
quickly. Willingness to continuously learn improve technical skills
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