L2 Desktop Support Technician

Job Description

Job Description

What You’ll Do

· Troubleshoot desktops, laptops, mobile devices, printers, and peripherals

· Support Windows, Mac (lightly), and Apple iOS (iPhones/iPads)

· Log and track issues in ServiceNow

· Troubleshoot Zebra scanners and printers

· Handle imaging (PXE/USB), installs, upgrades, and break-fix activities

· Manage devices with Intune, Active Directory, VPN, and Zscaler firewall

· Provide VIP/executive support and exceptional customer service

What We’re Looking For

· 5–7 years of IT support experience

· Strong skills in hardware/software troubleshooting with OEMs

· Experience with Zebra printers/scanners, Nexthink, and remote tools (LogMeIn)

· Knowledge of SCCM, Citrix, and workspace management platforms

· Certifications like CompTIA A+, MCP/MCSE, or OEM certs are a plus, not mandatory

· Professional communication, punctuality, and customer-focused mindset

Overview

The L2 Deskside Support Technician provides on-site, second-level IT support at customer locations. This role ensures smooth operations by troubleshooting hardware, software, and network issues, supporting end-user devices, and collaborating with technical teams to deliver high-quality service.

Key Responsibilities

· Provide hands-on support for desktops, laptops, mobile devices, printers, video conferencing equipment, and peripherals

· Troubleshoot and resolve incidents related to network and computing devices, escalating when necessary

· Support remote engineering teams in application packaging, software distribution, image management, MDM, virtualization, and workspace security

· Deliver priority services for executive and VIP users

· Maintain accurate documentation in ServiceNow and contribute to reporting requirements

· Perform IMAC (Install, Move, Add, Change) and break-fix activities

· Carry out preventative maintenance and follow SME instructions for infrastructure support

· Ensure exceptional customer service and professional communication across organizational levels

Technical Skills

· Strong knowledge of Windows and Mac OS, including installation, upgrades, and troubleshooting

· Experience with Apple iOS devices (iPhones, iPads) setup, reinstall, and support

· Expertise in imaging computers via PXE or USB (offline media)

· Familiarity with Intune for device management

· Proficiency with ServiceNow ticketing system

· Troubleshooting hardware issues with OEMs (printers, computers, phones)

· Zebra printer and scanner support

· Experience with Zscaler firewall, VPN, and Active Directory

· Remote desktop support tools (LogMeIn)

· Nexthink for end-user analytics

· Knowledge of SCCM, Citrix, and similar platforms for workspace services

· Understanding of TCP/IP networking, domains, and server-client operations

· Hands-on experience with infrastructure equipment (rack/stack, cabling, data center devices)

· Familiarity with backup operations and tape management

Interpersonal Skills

· Excellent customer interaction and communication skills

· Logical, analytical approach with strong problem-solving ability

· Independent, punctual, and detail-oriented

· Professional demeanor under pressure, with emphasis on grooming and presentation

Experience & Certifications

· 5–7 years of relevant IT support experience

· CompTIA A+, MCP/MCSE certifications are desirable

· OEM certifications preferred

· ITIL knowledge is advantageous

Language Requirements

· Fluency in English (Spanish is a plus) for customer interaction

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