IT Support Technician L2

IT Support Technician (L2)

An IT Support Technician (L2) is responsible for supporting client technology and services located onsite at the customer location. This includes but is not limited to desktop and laptop break-fix, device re-imaging, troubleshooting hardware and software issues, desk and mobile phone support, and Audio/Visual and physical conference room support technologies.

Responsibilities:

• Perform laptop and desktop diagnosis and break-fix
• Provide remote desktop support for end users working remotely
• Troubleshoot end user access, IT hardware, and software related issues
• Aid in the set-up and troubleshooting of Mac, Windows, Android, and iOS devices
• Assist IT Infrastructure and Operations Teams as needed on upgrades, refreshes, and build outs
• Provide end user training and education on IT hardware and software related items
• Re-image IT devices as needed while maintaining user’s data when possible
• Perform weekly counts on IT device inventory and report inventory levels to client management
• Update hardware inventory when assigning devices to end users
• Assign and deploy IT devices to new employees as well as handle and process equipment returned by employees leaving the company
• Provide network and IT resource assistance to employees visiting from other corporate locations
• Install, maintain, and troubleshoot corporate printers and IT hardware (e.g., monitors, keyboards, desktops, etc.)
• Monitor ticket queue for new tickets, work tickets assigned to them, escalate tickets as needed, enter updates and resolution steps on tickets
• Provide excellent customer service to end users by providing updates on open service tickets and proven work arounds
• Collaborate with other support technicians on complex problems and large projects
• Share knowledge with team members on resolving IT service issues and common end user problems