IT Support Specialist – L2 Desktop Support

About the role

The L2 Desktop Support Technician provides advanced technical assistance to end‑users, handling complex hardware and software issues, maintaining system performance, and ensuring high user satisfaction. This role involves both onsite and remote support across Windows and macOS environments.

Key responsibilities

• Deliver second‑level support for desktop and laptop hardware, software, and peripheral devices.
• Diagnose and resolve advanced technical problems escalated from L1 support.
• Install, configure, and maintain operating systems, applications, and system updates.
• Perform root‑cause analysis to identify recurring issues and develop long‑term solutions.
• Support network connectivity issues, including LAN, WAN, Wi‑Fi, and VPN.
• Collaborate with IT team members on projects, upgrades, and implementations.
• Maintain accurate records of incidents and resolutions in the ticketing system.
• Provide remote troubleshooting for users working from home or in the field.
• Train and mentor junior support technicians as needed.
• Ensure compliance with IT policies, security protocols, and best practices.

Required profile

• Associate’s or bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 2–4 years of experience in desktop support or a similar technical support role.
• Strong problem‑solving and analytical abilities.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a collaborative team.

Required skills

• Windows operating system
• macOS operating system
• Microsoft Office Suite
• Active Directory and Group Policy management
• Remote desktop and support tools
• LAN, WAN, Wi‑Fi, and VPN connectivity
• Hardware troubleshooting and OS installation