What are the responsibilities and job description for the L2 Desktop Support Technician position at Cogliano IT Staffing LLC?
Job Details
L2 Desktop Support Technician needed for a 1 Year Contract in Tempe, AZ!
Our client is looking for a L2 Desktop Support Technician to be part of the End User Support (EUS) team, whose mission is to provide quality support to enable the client's workforce to be productive in a hybrid work environment. This position is responsible for providing second level (Tier 2) support and helping to implement and improve IT service delivery channels for the client's workforce including: walk-up and remote support.
JOB RESPONSIBILITIES:
- Emphasis on customer experience for client's employee workforce
- On-site support for IT issues, requests and devices (smart phones, tablets, laptops, and software), including general support, repairs, refreshes, hardware troubleshooting and installs
- Provide on-site support to multiple facilities across the Phoenix metropolitan area requiring dependable and reliable form of transportation
- Troubleshoot and determine root causes of complex issues, failures or outages that could include issues with applications, operating systems, services, hardware, network connectivity and other infrastructure
- Partner with other support teams and tiers by providing knowledge and technical assistance to fulfill requests and resolve issues
- Work within a defined set of IT service management processes and procedures, including Knowledge, Incident, and Request
- Support ongoing and future projects based on the IT modernization roadmap and stakeholder requests
ADDITIONAL INFORMATION:
Requires in-depth working knowledge and experience with multiple technical areas across a large-scale enterprise environment in the following areas:
- Microsoft Operating Systems & the M365 platform (Office Pro Plus, Teams, OneDrive, etc.)
- Apple devices & operating systems (macOS, iOS)
- Networking, including TCP/IP system commands to aid in remote troubleshooting Active Directory, Group Policy, NTFS permissions, DNS
- Hardware to include desktops, laptops, printers, mobile phones and other connected devices
- ServiceNow for work tickets and asset management
- A , Network , and Security certifications is desired
The successful candidate will possess the following strengths:
- A strong background in client support and demonstrated ability to work with clients of varied technical skill levels
- Strong background and knowledge and application of Microsoft OS, Virtualization (AVD, W365)
- Service Management and industry best practices and security principles
- Detail oriented with strong analytical, problem solving and technical troubleshooting skills
- Well organized with the ability to manage and prioritize multiple tasks simultaneously
- Strong interpersonal skills and the ability to work effectively in a team as well as independently when necessary
- Familiarity with disassembling workstations to perform diagnostics, hardware repair and/or replacement
- Excellent oral and written communication skills, including understanding of good documentation practices
