Desktop Support Analyst (L1 / L2 Support)

Prophecy Technologies

Job Summary:

Provide first- and second-level technical support to end users across hardware, software, and mobile devices. Act as an escalation point for L1 technicians, troubleshoot complex issues, maintain documentation in the knowledge base, and assist with IT projects as needed.

Key Responsibilities:

Deliver L1 and L2 support for desktops, laptops, mobile devices, peripherals, and A/V equipment.
Provide guidance and support to L1 technicians, serving as an escalation point.
Troubleshoot and resolve issues with hardware, software, and accessories.
Perform advanced mobile device and tablet support using Intune, Duo, and device-specific configurations.
Document solutions and maintain knowledge base articles.
Assist with IT projects and initiatives outside of daily support tasks.
Ensure timely resolution of incidents and adherence to service-level agreements (SLAs).

Required Skills & Experience:

3-5+ years of experience in end-user technical support.
Strong troubleshooting skills for desktops, laptops, printers, mobile devices, and peripherals.
Proficient in Active Directory administration.
Solid experience with Windows XP, 7, 10, and Microsoft Office suite.
Knowledge of anti-virus and anti-malware programs.
Ability to mentor and provide guidance to junior L1 support staff.

Competencies:

Strong problem-solving and analytical skills.
Excellent verbal and written communication.
Self-motivated with the ability to work independently and under pressure.
Effective multitasking and time management skills.

Preferred Skills:

A+ Certification.
Experience with device management tools like Intune and Duo.
Experience in configuring mobile devices and tablets for departmental use.

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Vacancy posted 3 days ago

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