Level 2 Desktop Support Technician – Night Shift

About the role

The Level 2 Desktop Support Technician provides advanced technical assistance to end‑users during the night shift (12 PM‑8 PM, Monday‑Friday). You will resolve escalated hardware, software and network issues, deploy new systems and support IT security initiatives.

Key responsibilities

• Deliver second‑level support for desktops, laptops, printers, mobile devices and peripherals.
• Troubleshoot and resolve escalated hardware and software problems from Level 1.
• Install, configure and upgrade operating systems and applications.
• Manage user accounts, permissions and access controls in Active Directory and related identity systems.
• Support LAN, Wi‑Fi, VPN and remote‑access connectivity issues.
• Deploy and maintain desktop imaging solutions for roll‑outs and replacements.
• Assist with antivirus, encryption, patch management and other security measures.
• Create and update technical documentation, procedures and knowledge‑base articles.
• Mentor Level 1 technicians and collaborate with system administrators and network engineers.
• Support IT asset tracking and participate in projects, upgrades and technology roll‑outs.

Required profile

• Associate or bachelor’s degree in IT, Computer Science or related field, or equivalent experience.
• 2+ years of experience in IT support, desktop support or help‑desk roles.
• Strong analytical, communication and customer‑focused skills.
• Ability to work independently and as part of cross‑functional teams.

Required skills

• Proficiency with Windows and macOS operating systems.
• Microsoft 365, Active Directory, Group Policy and Exchange.
• Networking fundamentals: DNS, DHCP, TCP/IP, VPN.
• Remote‑desktop tools and ticketing systems (e.g., ServiceNow, Jira).
• Desktop imaging tools such as SCCM, MDT or Intune.
• Cybersecurity best practices, endpoint protection and patch management.
• Basic scripting (PowerShell, Bash or Python) – a plus.