Desktop Support Specialist (L1/L2)

Job Summary

We are seeking a skilled Desktop Support Specialist to provide L1 and L2 support for a diverse and large-scale IT environment. The ideal candidate will be responsible for providing technical assistance and support related to computer systems, hardware, and software. You will respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions, ensuring high levels of customer satisfaction and system availability.

Key Responsibilities

• Provide End-User Support: Act as the first point of contact for technical issues, providing support for Windows and Mac computers, iPhones/iPads, Tablets, Vehicle Mounted Units (VMUs), Timeclocks, Kiosks, and Printers.
• Incident Management: Log, track, and resolve incidents and service requests using ServiceNow (SNOW), adhering to strict SLAs (e.g., 15-minute response for P1 tickets).
• Hardware & Software Troubleshooting: Perform hardware break-fix activities, software installation, configuration, and troubleshooting for Microsoft applications and other business software.
• Printer Support: Troubleshoot and support HP, Ricoh, and Xerox printers, including managing print queues and driver installations.
• Mobile Device Management: Support mobile devices, including enrollment, configuration, and troubleshooting carrier issues using the MOBI platform.
• Asset Management: Assist with asset tracking, imaging (using SCCM/JAMF), retrieval, delivery, and warranty repairs.
• Documentation: Maintain accurate records of issues resolved, contribute to the knowledge base, and document procedures for common problems.

Required Skills & Qualifications

• Proven experience in an L1/L2 Desktop Support role.
• Strong hands-on experience supporting Windows OS and macOS.
• Experience with mobile device support (iOS/iPadOS).
• Familiarity with support tools such as:
• ServiceNow (SNOW) for ticketing.
• Microsoft Azure/Intune for endpoint management.
• SCCM for imaging and software deployment.
• Excellent troubleshooting and problem-solving skills.
• Strong customer service and communication skills.

Preferred Qualifications

• Experience supporting specialized equipment like Vehicle Mounted Units (VMUs), Timeclocks, or Kiosks.
• Knowledge of ITIL frameworks for Incident, Problem, and Change Management.
• Experience working in a structured, SLA-driven environment.

Work Schedule

• P1/P2 Incident Support: 24x7x365 on a rotating shift basis.
• P3/P4 Incident Support: 16x5 (During core business hours).