Desktop Support Technician - Tier 2

Job Description

Job Description

Our client is seeking a Tier 2 IT Support Specialist to provide hands-on desktops, applications, and field support for business users across multiple operational locations.

This role is responsible for troubleshooting hardware, software, network connectivity, printers, mobile devices, and related technology issues while delivering excellent customer service. The position requires a combination of onsite field support, remote support, and occasional regional travel.

Onsite | No Visa Sponsorship | No Relocation Assistance

Contract Duration: 12 months | W2

Work Schedule: Monday through Friday 

Please Note: Only candidates residing within a reasonable commuting distance (approximately 30-45 minutes) of the work location will be considered

Responsibilities:

• Provide both desk-side and remote support to business users.
• Serve as a primary point of contact for end-user IT support requests.
• Support adherence to IT security policies and operational procedures.
• Support Microsoft Windows environments and Microsoft 365 applications.
• Assist with hardware inventory, asset tracking, and lifecycle management.
• Travel periodically to regional locations to provide onsite technical support.
• Manage and update support tickets using an IT service management platform.
• Troubleshoot and resolve hardware, software, application, and connectivity issues.
• Assist with workstation deployment, imaging, configuration, and technology refresh projects.
• Perform Active Directory account support, including password resets and account maintenance.
• Provide Tier 2 technical support for desktops, laptops, mobile devices, printers, and related hardware.
• Coordinate issue escalations with infrastructure, networking, security, and enterprise support teams as needed.

Qualifications (Must-Haves)

• 3+ years of previous field IT or desktop support experience.
• Familiarity with Active Directory user administration.
• Ability to explain technical concepts to non-technical users.
• Experience with computer imaging and deployment processes.
• Strong customer service and interpersonal communication skills.
• Experience supporting Microsoft 365 applications and collaboration tools.
• Experience working with ticketing systems and structured support environments.
• Strong troubleshooting skills across: Windows Operating Systems, Desktop and Laptop Hardware, Printers and Multifunction Devices, Mobile Devices and Basic Networking.

Preferred Skills:

• Familiarity with Citrix environments.
• Experience with asset management processes.
• Understanding of ITIL-based support practices.
• Experience with ServiceNow or similar ITSM platforms.
• Experience supporting remote users and multiple office locations.
• Exposure to operational, industrial, energy, utility, manufacturing, or field-service environments.

Travel Requirements:

• Approximately 20% regional travel.
• Ability to support users across multiple field and office locations as needed.