Information Technology Support Engineer (L2 Desktop Support)

About the role

The L2 Desktop Support Engineer provides advanced technical assistance to end‑users, ensuring hardware and software operate smoothly and users remain productive. This position tackles complex issues, performs root‑cause analysis, and supports both onsite and remote environments.

Key responsibilities

• Deliver second‑level support for desktop and laptop hardware, software, and peripherals.
• Install, configure, and maintain operating systems, applications, and system updates.
• Conduct root‑cause analysis to resolve recurring technical problems.
• Troubleshoot Windows and macOS break/fix issues.
• Assist with network connectivity (LAN, WAN, Wi‑Fi, VPN) problems.
• Collaborate on IT projects, upgrades, and implementations.
• Document incidents, actions, and resolutions in the ticketing system.
• Provide remote support for home‑based or field users.
• Mentor junior technicians as needed.
• Ensure compliance with IT policies and security standards.
• Perform routine equipment maintenance and inspections.
• Build strong relationships with end‑users to maintain satisfaction.

Required profile

• Associate’s or bachelor’s degree in IT, Computer Science, or related field, or equivalent experience.
• 2‑4 years of desktop support or similar experience.
• Strong knowledge of Windows and macOS operating systems.
• Proficiency with Microsoft Office Suite.
• Experience with Active Directory, group policies, and user account management.
• Familiarity with remote desktop and support tools.
• Excellent problem‑solving, communication, and teamwork skills.
• Relevant certifications (e.g., CompTIA A+, Network+, MCDST) are a plus.

Required skills

• Windows operating system
• macOS operating system
• Desktop and laptop hardware
• Software installation and configuration
• System updates and patch management
• Root‑cause analysis
• LAN, WAN, Wi‑Fi, VPN connectivity
• Ticketing system usage
• Remote desktop tools
• Active Directory
• Group policies
• User account management
• Microsoft Office Suite