L2 Desktop Support Technician

The Help Desk/Desktop Support Technician acts as the first point of contact for end-user support requests, delivering hardware, software, and network troubleshooting and assistance. The role supports daily IT operations for multiple clients, managing incidents and service requests with professionalism, accurate documentation, and within defined service level objectives.

End-User Support & Incident Management

• Serve as the primary contact for end-user support incidents and service requests through phone, email, or ticketing system.
• Handle Move, Add, Change, Delete (MACD) requests for users and devices.
• Perform password resets and manage user accounts and access rights.
• Administer Active Directory (user/account management, security groups, basic GPO tasks).
• Manage and support Microsoft O365 environments (Exchange, SharePoint, Teams, Intune).
• Provide basic application administration and troubleshooting for standard business applications.
• Respond to and resolve hardware and peripheral incidents, including troubleshooting desktops, printers, scanners, and mobile devices
• Support operating system issues, software deployment, updates, and OS patching within minor update scope.
• Manage network connectivity troubleshooting at a basic level.
• Configure and troubleshoot email clients and support mobile device email setups.
• Administer remote desktop management tools for issue resolution.
• Monitor and manage endpoint security, including virus and malware detection and resolution.
• Document all support activities accurately in the ticketing system.
• Escalate incidents beyond scope or severity to appropriate advanced support tiers.

Hardware Procurement, Configuration, and Support

• Manage ticketed processes for new hardware orders, and vendor coordination.
• Track order status and delivery schedules.
• Register warranties and maintenance plans for procured equipment.
• Perform remote configuration of new desktops and laptops, including OS installation, application setup, security software installation, domain joining, and user profile migration.
• Conduct remote validation and testing of new devices before client deployment, with offboarding handled separately.
• Install, configure, and troubleshoot printer drivers, print queues, scanners, and other peripherals including webcams and docking stations.
• Support mobile device setup and connectivity issues, coordinating with vendors for hardware failures as needed.
• Maintain accurate hardware inventory and asset tracking, including warranty dates, hardware specs, serial numbers, and software licenses.

Service Level Objectives (SLOs)

• First Response Time: Respond to all tickets within 15 minutes of creation or call receipt.
• Priority 1 (Critical): Resolve or escalate tickets within 4 hours.
• Priority 2 (Medium): Resolve or escalate tickets within 8 hours.
• Priority 3 (Low): Resolve or escalate tickets within 24 hours or according to client SLA.

• Previous experience in Tier 1 or Tier 2 help desk or desktop support in a multi-client environment.
• Basic understanding of ticketing systems, documentation platforms, or workflow automation tools used in IT support.
• Strong knowledge of Windows 11 operating systems.
• Strong knowledge of Microsoft O365, Active Directory, Exchange.
• Familiarity with common business software applications and basic network troubleshooting.
• Experience supporting printers, scanners, mobile devices, and peripheral hardware.
• Proficient in remote desktop, RMM tools, incident runbook automation, and documentation best practices.
• Excellent interpersonal and communication skills for client interaction.
• Ability to document and follow processes meticulously.
• Basic knowledge of endpoint security and malware resolution.
• Ability to work independently and efficiently in remote settings adhering to client time zones and schedules.

Soft Skills & Professionalism

• Excellent verbal and written communications required for internal and client-facing work.
• Strong customer service attitude; able to remain calm under pressure and manage expectations.
• Time management and prioritization skills; ability to multitask in a fast-paced service environment.
• Willingness to mentor and assist other Tier 1 personnel and collaborate for continuous process improvement.

Education & Certification

• High school diploma or equivalent is the minimum requirement for most entry-level positions.
• Associate degree in Information Technology, Computer Science, or a related field preferred but not required.
• Relevant coursework in computer systems, network administration, or customer service is beneficial.

Additional Valued Certifications

• CompTIA A+ Certification (industry standard for help desk and IT support roles).
• CompTIA Network+ or Security+ (for Tier 2 roles or advanced support responsibilities).
• Google IT Support Professional Certificate (strong entry-level option).
• Microsoft Certified: Modern Desktop Administrator Associate (relevant for Windows-heavy environments).
• Optional: HDI Customer Service Representative (HDI-CSR) or Support Center Analyst (HDI-SCA) for enhanced customer service skills.

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.