What are the responsibilities and job description for the Desktop Support L2 position at Covestic, Inc.?
As a Level 2 Desktop Support, you are responsible for supporting client technology and services located onsite at the customer location. This includes but is not limited to desktop / laptop break / fix, re-imaging, troubleshooting, desk & mobile phone support, and Audio / Visual & physical conference room support technologies. This is an internal end-user employee-facing role where your skills in maintaining and developing relationships with internal users and executive staff are crucial.Required Skills and Required Experience
- Plan, designed, implemented, and supported hardware and software installation projects Analyze, tested, and debug compute device systems
- Customize systems for specific functional areas or unique user needs
- Laptop / Desktop Break-Fix, Remote Desktop Support, Remote Office on-site Travel Support OS, variety of applications, security agents / services, and hardware issues for users (MAC OS, Windows, IOS, Android)
- Work with IT Infrastructure teams to set and maintain existing infrastructure environments and assist with local changes
- Provide user training and education
- Re-imaging with data transfer is a requirement New HW delivery and setup
- May require lifting of boxes and compute HW in addition to installation under desks
- Printer installation and troubleshooting
- Problem diagnosis and resolution
- Ensure client satisfaction and client management
- Provide user training and education
- Reporting to customers and management on status, resource needs, and projected outcomes
- Mentorship and training of junior Regional IT Specialists by more senior members of the team on processes and tools
- Project managementRequirements
- Job experience and history focused on Desktop Support at Tier 2 levels
- Proficient in macOS and Microsoft Windows
- Skilled in all diagnostics, commands, etc
- Experienced in the utilization of an array of Desktop Imaging and MDM tools, such as Intune, SmartImager, Imperious, and SmartDeploy.
- Thorough knowledge of Personal Computer Hardware, PDA devices, Desktop Software, Windows 10, Office 365, Microsoft Office products, OSX, G-Suite support & administration, Anti-Virus, Internet Browsers, Internet connectivity
- Demonstrated proficiency and professionalism when interfacing with customer employees, executives, and VIPs when providing Desktop Support
- Leadership ability to ensure technical growth and professionalism of Desktop team and colleagues
- 3 years of relevant technical experience supporting users in a Windows and Mac environment
- Ability to multi-task and manage multiple priorities in a fast-paced environment
- Ability to diagnose and solve complex technical issues
- Ability to professionally perform and communicate in stressful and high-impacting situations
- CompTIA's A and Network certification preferred; MCSE : Desktop Infrastructure and CCNA a plus
- Good oral and written communication skills
- Ability to work collaboratively with other IT Regional Specialists and cross-functional technical team members to support deadlines; ability to work independently as well
- Ability to interface with executive-level internal employees and troubleshoot their computing requirements
- Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
- Ability to follow standard engineering principles and practices
- Creative approach to problem-solving
- Ability to handle multiple tasks concurrently with competing deadlines
- Ability to travel to customer sites for installations, troubleshooting, user training, and relationship management#LI-DA1
