Tier 2 Desktop Support

Summary: The Tier 2 Desktop Support role is responsible for providing advanced technical support to end-users in a corporate environment. The individual will troubleshoot and resolve complex technical issues related to hardware, software, and network connectivity.

Responsibilities:

• Troubleshooting and Resolution: Diagnose and resolve complex technical issues related to desktop computers, laptops, peripherals, and software applications.
• Remote Support: Provide remote support to end-users via phone, email, and remote desktop tools.
• Hardware and Software Installation: Install and configure hardware and software components, including operating systems, applications, and drivers.
• Network Troubleshooting: Troubleshoot network connectivity issues and resolve problems related to LANs, WANs, and VPNs.
• Documentation: Create and maintain detailed documentation of troubleshooting steps and solutions.
• Escalation: Escalate complex issues to higher-level support teams as needed.
• Asset Management: Manage and track IT assets, including hardware and software licenses.
• User Training: Provide basic user training on hardware, software, and company policies.

Qualifications:

• 2+ years of experience as a Tier 1 Technical Support Representative
• Strong knowledge of Windows operating systems (Windows 10, 11) and Microsoft Office Suite
• Experience with hardware troubleshooting and repair
• Familiarity with network concepts and troubleshooting techniques
• Excellent problem-solving and analytical skills
• Strong communication and interpersonal skills
• Ability to work independently and as part of a team

Preferred Qualifications:

• Experience with ticketing systems (e.g., Zendesk, Jira)
• Certifications such as A+ or CompTIA Network+
• Experience with cloud-based services (e.g., Azure, AWS)