Desktop/End User Support Level 2

Job Description

Job Description

JOB DESCRIPTION
We are seeking a Level 2 Desktop Support Technician to join a small, collaborative IT support team in Atlanta. This role focuses on end-user support for internal employees, providing hands-on troubleshooting for desktop/laptop environments plus mobile devices and supporting escalations from the service desk.

Key Responsibilities
• Provide Tier 2 support for desktops, laptops, and end-user computing issues
• Troubleshoot hardware, software, and access-related issues (e.g., applications not loading, system errors)
• Support internal users across corporate offices and occasional field users (e.g., general managers and accountants who work in other locations)
• Manage and resolve incidents primarily through ServiceNow (ticket-based environment). In person support while onsite is also needed.
• Handle escalated issues via phone support from Tier 1/service desk, or TEAMS or onsite/hands on support
• Assist with new user setup, onboarding, and access provisioning
• Perform Active Directory tasks including:
o User account creation
o Access rights management and updates
o Setting up new users
• Participate in an on-call rotation (~once every 3–4 weeks)
• Provide support for mobile devices (iPads, iOS phones)
• Maintain strong customer service and communication with internal stakeholders

REQUIRED SKILLS AND EXPERIENCE
• 3+ years of desktop/end-user support experience at a level 2
• Strong Proficiency/experience with:
o Windows (current version is Windows 11)
o Microsoft Office 365 (Teams, Excel, PowerPoint, OneNote, SharePoint)
o Examples like getting access or things won’t load.
• Experience working in a ticketing system (ServiceNow preferred)
• Exposure to Active Directory (user creation, access changes)
• Experience supporting both ticket-based, phone-based escalations and walk ups
• Strong troubleshooting and customer service skills
Team & Environment
• Small team environment (team of 4 people)
• Mix of ticket-based work and direct user interaction
• Standard schedule between 7:30 AM – 6:00 PM (staggered shifts between the team)
• On-call rotation required

NICE TO HAVE SKILLS AND EXPERIENCE
• Experience with Microsoft Intune (administration level preferred)
• Experience supporting macOS devices
• Experience supporting mobile devices (iOS)
• Experience in a hybrid/on-site enterprise environment

Exact compensation may vary based on several factors, including skills, experience, and education.
Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including options for medical, dental, and vision insurance. Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this role will have access to paid sick leave and other paid time off benefits as required under the applicable law of the worksite location.