L2 Desktop Support Engineer – Deskside IT Support

About the role

The L2 Desktop Support Engineer provides advanced, deskside technical assistance to end‑users, ensuring hardware and software operate smoothly. You will troubleshoot complex issues, perform system updates, and support remote workers.

Key responsibilities

• Deliver second‑level support for desktop, laptop, and peripheral hardware and software.
• 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 LAN/WAN, Wi‑Fi, and VPN connectivity problems.
• Collaborate on IT projects, upgrades, and implementations.
• Document work, issues, and resolutions in the ticketing system.
• Provide remote support for home‑based or field users.
• Mentor junior support technicians as needed.
• Ensure compliance with IT policies, security protocols, and best practices.
• Perform routine equipment maintenance and inspections.

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.
• Relevant certifications (e.g., CompTIA A+, Network+, MCDST) are a plus.

Required skills

• Windows OS troubleshooting
• macOS troubleshooting
• Hardware break/fix for desktops and laptops
• LAN/WAN, Wi‑Fi, VPN connectivity
• Active Directory and group policy management
• Remote desktop tools and support software
• Ticketing system documentation
• Microsoft Office Suite