Desktop Support

The resource will provide second-level hardware and software support, in person and/or by telephone, on a wide range of systems, including workstation hardware, specialized business applications, and general productivity software. Also will provide answers and solutions to complex questions and problems concerning Windows desktop configuration, networking, printing, and standard desktop hardware and software. Resolve more complex issues and problems escalated form Level 1 Support.

Job Description:

• Ability to configure, install, and troubleshoot computer hardware (i.e., Lenovo laptop and desktop workstations, printers, copiers, etc.)
• Demonstrate an ability to troubleshoot, diagnose, and resolve Windows 10 Enterprise issues, standard web browsers (IE11, Firefox, Chrome, Edge), and their applications.
• Experience with Microsoft Active Directory, SCCM, and Intune is a plus.
• Excellent communication skills, with the ability to explain technical concepts to non-technical users in a clear and concise manner.
• Strong customer service orientation and the ability to manage user expectations effectively.
• Ability to document troubleshooting steps, resolutions, and processes accurately for future reference and knowledge sharing.
• Proven ability to collaborate effectively with Level 1 support teams and other IT departments to resolve escalated issues.

Skills:

• Minimum 4 years of experience in a Desktop Support environment.
• Minimum 2 years of experience in a Help Desk/Support Center.
• Experience with Call Tracking Systems.
• Experience with computer hardware.
• Knowledge of and adherence to IT security protocols and best practices.
• Certifications like CompTIA A , Microsoft Certified: Modern Desktop Administrator Associate, or similar are highly desirable.
• Experience with specialized business applications (e.g., ERP, CRM, or industry-specific tools) is a plus.