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 while ensuring optimal system performance and user satisfaction.

Key responsibilities

• Provide second‑level technical 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 and assist with network connectivity (LAN/WAN, Wi‑Fi, VPN).
• Collaborate on IT projects, upgrades and implementations.
• Maintain accurate records in the ticketing system and provide remote support for remote or field users.
• Train and mentor junior technicians and ensure compliance with IT policies and security protocols.

Required profile

• Associate’s or bachelor’s degree in IT, Computer Science or related field, or equivalent experience.
• 2–4 years of desktop support experience.
• Relevant certifications such as CompTIA A+, Network+ or Microsoft Certified Desktop Support Technician are a plus.

Required skills

• 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 tools and ticketing systems.
• Understanding of LAN/WAN, Wi‑Fi and VPN connectivity.