Desktop Support Technician

Get AI-powered advice on this job and more exclusive features. This range is provided by Apt. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Senior Talent Acquisition Specialist @ Apt | Black in Tech | Custom Staffing Solutions | Neapoltan Ice Cream Experience Founder The Tier 2 Desktop Support Specialist is responsible for providing advanced technical support to end-users, addressing more complex and escalated issues from Tier 1 support. This role involves diagnosing, troubleshooting, and resolving hardware, software, and network-related problems to ensure efficient and effective desktop operations. Responsibilities Diagnose and resolve escalated technical issues involving desktops, laptops, peripherals, software applications, and network connectivity. Provide exceptional customer service to end-users by addressing their technical concerns and inquiries through various channels (phone, email, in-person). Manage and prioritize tickets in the service desk system, ensuring timely resolution and accurate documentation of all activities and resolutions. Perform installation, configuration, and maintenance of desktop hardware, software, and operating systems. Assist in troubleshooting and resolving network-related issues, including connectivity problems, VPN access, and network printer issues. Implement system updates, patches, and configuration changes as needed to maintain system security and performance. Provide guidance and training to Tier 1 support staff and end-users on technical issues and best practices. Collaborate with IT teams, including network administrators and system administrators, to resolve complex issues and implement new technologies. Create and maintain detailed documentation of technical procedures, solutions, and knowledge base articles for future reference and training. Qualifications 1-3 years of experience in desktop support or a related technical support role. Proficiency in Windows and macOS operating systems. Strong knowledge of Microsoft Office Suite and common business applications. Experience with Active Directory, Citrix, remote desktop tools, and system imaging. Familiarity with network protocols, VPNs, and basic network troubleshooting. Education: Associate or Bachelor’s degree in Information Technology, Computer Science, or a related field is a plus. Certifications: Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar are advantageous. Employment Details Seniority level: Entry level Employment type: Full-time Job function: Customer Service Industries: Hospitals and Health Care, IT Services and IT Consulting, and Telecommunications Benefits Medical insurance Vision insurance 401(k) #J-18808-Ljbffr