Desktop Support Specialist (L2)

About the role

The L2 Desktop Support Specialist provides advanced technical assistance to end‑users, handling complex hardware and software issues while ensuring systems run smoothly. This position works closely with the L1 team and other IT professionals to deliver high‑quality support.

Key responsibilities

• Deliver second‑level support for desktop, laptop, and peripheral hardware and software.
• Diagnose and resolve escalated technical problems, performing root‑cause analysis.
• Install, configure, and maintain operating systems, applications, and system updates.
• Assist with network connectivity issues, including LAN/WAN, Wi‑Fi, and VPN.
• Provide remote troubleshooting for remote or field users.
• Maintain accurate records in the ticketing system.
• Collaborate on IT projects, upgrades, and implementations.
• Mentor junior technicians and ensure compliance with IT policies and security standards.

Required profile

• Associate’s or bachelor’s degree in IT, Computer Science, or related field, or equivalent experience.
• 2‑4 years of desktop support or similar experience.
• Strong knowledge of Windows and macOS operating systems.
• Experience with Active Directory, group policies, and user account management.
• Relevant certifications (e.g., CompTIA A+, Network+, MCDST) are a plus.

Required skills

• Windows operating system
• macOS operating system
• Microsoft Office Suite
• Active Directory
• Group Policy management
• Remote desktop tools
• VPN configuration
• LAN/WAN and Wi‑Fi networking
• Hardware troubleshooting and repair