Job Description

The L2 Desktop Support Technician is responsible for providing second-level technical support to end-users, ensuring efficient and effective resolution of IT-related issues This role involves troubleshooting hardware and software problems, managing IT assets, and collaborating with the IT team to maintain a stable and secure computing environment Technical Support: Provide second-level support to end-users, addressing IT-related issues via various channels (phone, email, in-person). Diagnose and resolve hardware, software, and network problems promptly and accurately. Escalate complex issues to higher-level support or specialized teams when necessary. Hardware and Software Troubleshooting: Install, configure, and maintain desktops, laptops, peripherals, and software applications. Troubleshoot and repair hardware and software issues, ensuring minimal downtime for end-users. Asset Management: Maintain accurate records of IT assets, including inventory, warranties, and configurations. Assist with hardware and software procurement and disposal processes. User Training and Documentation: Provide training and guidance to end-users on common IT tasks and best practices. Create and maintain user-friendly documentation and knowledge base articles. Security and Compliance: Ensure that IT security policies and procedures are followed. Participate in security awareness initiatives and help implement security updates and patches. Collaboration: Work closely with the IT team to resolve issues, deploy updates, and implement IT projects. Collaborate with third-party vendors and service providers as needed. Experience & Education: 3+ Years experience in desktop support or a related role, preferably in a corporate environment. Bachelors degree in a relevant field or equivalent work experience or relevant technical certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician). Skills: Strong knowledge of desktop operating systems (e.g., Windows, macOS) and software applications. Familiarity with hardware troubleshooting and repair. Excellent problem-solving and analytical skills, Strong communication and interpersonal skills. Ability to work collaboratively in a team with 24/7 work environment

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