Level 2 Desktop Support Specialist

2 weeks ago


Altoona, Pennsylvania, United States eTeam Full time
Job Summary:
As a Level 2 Desktop Support Technician, you will be responsible for providing technical support to end-users, troubleshooting and repairing software and hardware issues, and performing various technical tasks such as reimagining, updating, and installing software packages.

Key Responsibilities:
• Perform basic and moderately complex troubleshooting and repair activities associated with end-user environments, including PCs, desktops, laptops, tablets, and printers.
• Provide support to client-identified VIPs and respond to change management requests, including installing new PC equipment and providing end-user desk-side support.
• Perform Install/Move/Add or Change (IMAC) activities and display outstanding technical and professional services skills at all times.
• Meet established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines.
• Proactively communicate with the end user and service desk personnel regarding arrival times, repair time estimates, and the status of the repair.

Requirements:
• Typically requires technical school certification or equivalent of 2-4 years of relevant experience.
• Maintain all required OEM Certifications as directed by Management.
• Knowledge of relevant software and hardware systems, understanding of ITIL methodologies, and A+ certification is desired.
• Excellent communication and customer-facing skills, strong oral, written, and interpersonal skills, and ability to follow instructions and processes with minimal instruction.

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