Desktop Support Technician L2

2 weeks ago

Phoenix, United States Milestone Technologies, Inc. Full time

As a Level 2 Desktop Support, you are responsible for supporting client technology and services located onsite at the customer location. This includes but is not limited to desktop/laptop break/fix, re-imaging, troubleshooting, desk & mobile phone support, and Audio/Visual & physical conference room support technologies. This is an internal end-user employee-facing role where your skills in maintaining and developing relationships with internal users and executive staff are crucial.

Day-to-Day Responsibilities:

  • Plan, designed, implemented, and supported hardware and software installation projects Analyze, tested, and debug compute device systems
  • Customize systems for specific functional areas or unique user needs
  • Laptop/Desktop Break-Fix, Remote Desktop Support, Remote Office on-site Travel Support OS, variety of applications, security agents/services, and hardware issues for users (MAC OS, Windows, IOS, Android)
  • Work with IT Infrastructure teams to set and maintain existing infrastructure environments and assist with local changes
  • Provide user training and education
  • Re-imaging with data transfer is a requirement New HW delivery and setup
  • May require lifting of boxes and compute HW in addition to installation under desks
  • Printer installation and troubleshooting
  • Problem diagnosis and resolution
  • Ensure client satisfaction and client management
  • Provide user training and education
  • Reporting to customers and management on status, resource needs, and projected outcomes
  • Mentorship and training of junior Regional IT Specialists by more senior members of the team on processes and tools
  • Project management

Required Skills and Required Experience:

  • Minimum 3 years of relevant technical experience supporting users in a Windows and Mac environment
  • Job experience and history focused on Desktop Support at Tier 2 levels
  • Proficient in macOS and Microsoft Windows
  • Skilled in all diagnostics, commands, etc.
  • Experienced in the utilization of an array of Desktop Imaging and MDM tools, such as Intune, SmartImager, Imperious, and SmartDeploy.
  • Thorough knowledge of Personal Computer Hardware, PDA devices, Desktop Software, Windows 10, Office 365, Microsoft Office products, OSX, G-Suite support & administration, Anti-Virus, Internet Browsers, Internet connectivity
  • Demonstrated proficiency and professionalism when interfacing with customer employees, executives, and VIPs when providing Desktop Support
  • Leadership ability to ensure technical growth and professionalism of Desktop team and colleagues
  • Ability to multi-task and manage multiple priorities in a fast-paced environment
  • Ability to diagnose and solve complex technical issues
  • Ability to professionally perform and communicate in stressful and high-impacting situations
  • CompTIA's A+ and Network+ certification preferred; MCSE: Desktop Infrastructure and CCNA a plus
  • Good oral and written communication skills
  • Ability to work collaboratively with other IT Regional Specialists and cross-functional technical team members to support deadlines; ability to work independently as well
  • Ability to interface with executive-level internal employees and troubleshoot their computing requirements
  • Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
  • Ability to follow standard engineering principles and practices
  • Creative approach to problem-solving
  • Ability to handle multiple tasks concurrently with competing deadlines
  • Ability to travel to customer sites for installations, troubleshooting, user training, and relationship management
Desktop Support Technician L2

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