L2 Desktop Support Technician
Gr8ttek, LLC
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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