Desktop Support Specialist

About the role

The L2 Desktop Support Specialist provides advanced technical assistance to end‑users, handling complex hardware and software issues while ensuring optimal system performance and user satisfaction.

Key responsibilities

• Deliver second‑level support for desktop and laptop hardware, software, and peripherals.
• Install, configure, and maintain operating systems, applications, and system updates.
• Perform root‑cause analysis and develop solutions for recurring technical problems.
• Troubleshoot Windows and macOS break/fix issues.
• Assist with network connectivity problems, including LAN/WAN, Wi‑Fi, and VPN.
• Provide remote support for users working from home or in the field.
• Maintain accurate records in the company ticketing system.
• Collaborate on IT projects, upgrades, and implementations.
• Train and mentor junior support technicians.
• Ensure compliance with IT policies, security protocols, and best practices.

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 problem‑solving, analytical, and communication skills.
• Ability to work independently and as part of a 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 troubleshooting
• Hardware and software troubleshooting
• OS installation and configuration
• Ticketing system usage