Level 1/2 Desktop Support

Overview

On Site
$30
Contract - W2
Contract - Independent

Job Details

Technical Support Technician

Onsite
Hours 8am-5pm
 

Summary:

We are seeking a motivated and customer-focused Desktop Support Technician (Level 1/2) to provide technical assistance, troubleshoot issues, and ensure smooth operation of end-user systems. This role will handle first-line support (Level 1) and escalate or resolve more complex technical problems (Level 2) related to desktops, laptops, applications, and peripherals.

Responsibilities:

Level 1 (Frontline Support):

  • Serve as the first point of contact for incoming technical support requests via phone, email, chat, or ticketing system.

  • Diagnose and resolve basic hardware and software issues (password resets, connectivity issues, printer support, application access, etc.).

  • Log, track, and document incidents in the IT service management system.

  • Escalate unresolved issues to Level 2 or higher-level support teams when necessary.

  • Provide step-by-step technical assistance to non-technical users.

  • Follow standard operating procedures (SOPs) and knowledge base documentation.

Level 2 (Advanced Support):

  • Troubleshoot and resolve more complex technical issues related to desktops, laptops, mobile devices, and supported applications.

  • Install, configure, and maintain operating systems, software, and hardware.

  • Perform system imaging, upgrades, patching, and security updates.

  • Support network connectivity issues (VPN, Wi-Fi, LAN).

  • Collaborate with infrastructure, network, or application teams for escalated issues.

  • Document solutions for recurring issues and contribute to the knowledge base.

  • Provide on-site support as needed, including setup and deployment of new hardware.

Qualifications:

  • Associate’s or Bachelor’s degree in Information Technology, Computer Science, or equivalent experience.

  • 1–3 years of experience in a desktop support or help desk role.

  • Strong knowledge of Windows and/or macOS environments.

  • Familiarity with Active Directory, Microsoft 365, and common business applications.

  • Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).

  • Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk).

  • Strong problem-solving, communication, and customer service skills.

  • CompTIA A+, Microsoft, or ITIL certifications preferred.

Competencies:

  • Ability to prioritize and multitask in a fast-paced environment.

  • Strong attention to detail and documentation practices.

  • Customer-first mindset with patience and empathy.

  • Willingness to learn and grow into higher-level IT roles.

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