Desktop Support Level 2 (No C2C/Sponsorship)

Electrical wiring, Cisco Unity, Computer, Computer troubleshooting, Desktop, Distribution, Active Directory, Adobe, Android development, Apex, Business software, Cisco, Onshore, Operating systems, PC, ProVision, Problem solving, RESTful, Reporting, Microsoft Windows, Mobile devices, Network cabling, Network management, Security, MIC, MICS, Microsoft Exchange, Microsoft Office, Microsoft SCCM, Networking, Email, HP, Hardware, Help desk, IT, Issue tracking, JDE, Laptop, Software, System imaging, Technical support, Troubleshooting, Videoconferencing, Voicemail, iOS development, iPad
Full Time
Depends on Experience
Work from home available

Job Description

Our preferred client is looking to direct hire a Desktop Support Level 2 associate reporting to the Desktop Support Manager.  This position will be required to answer helpdesk email and end user calls, monitor incoming problem sheets, manage user accounts, troubleshoot hardware and software problems. This is a hybrid of both remote and onsite.


  • Enter tickets into helpdesk ticketing system for incoming emails, walk-ins and phone calls.
  • Monitor incoming problem sheets and either handle the problem, get assistance to handle the problem, or assign the problem to someone else as appropriate.
  • Provide all support functions above over the phone, deskside and by traveling to remote branch locations as required.
  • Configure, install and troubleshoot Cisco Desk phones
  • Setup and troubleshoot on premise Exchange mailboxes/distribution groups
  • Setup online archive for Exchange Mailboxes
  • Primary support of Xmedius software
  • Knowledge of Microsoft System Center Console
  • Provision new user accounts (Active Directory, Adobe, RFGen, etc.)
  • Provide primary support for PC Lifecycle refresh
  • Provide escalation support for level 1 staff for the Managed Print Solution provider
  • Maintain general security permissions (providing additional folder accesses, removal of termed users, etc.)
  • Setting up users for Desktop Applications, either remote or locally installed.
  • Support of user accounts in Active Directory (reset password, add to security groups, set attributes, etc.)
  • Knowledge of business applications and basic troubleshooting steps (Apex, Command Concrete, RFGen and JDE)
  • Front line of support on all mobile devices (iPads, Cell Phones, etc.)
  • Troubleshoot desktop PC and laptop hardware.
  • Troubleshoot client software and operating system issues and apply operating system images to PCs.
  • Investigate blocked emails, release business appropriate emails when needed
  • Setup and troubleshoot users' voicemail in Cisco Unity
  • Provide assistance to video conferencing equipment (Cameras, Mics and TVs)
  • Assist with projects both within the Desktop Support team and the rest of the IT Department
  • Provide assistance to systems and network administrators and/or take over general systems and network administrator functions as deemed appropriate including wiring and racking of network and server equipment.
  • Assist systems and network administrators during transition, such as server change, workstation change, or application change by helping to organize or helping to implement.


Minimum Required:  2 Year Computer technical Degree or equivalent job-related experience

  • Minimum of three (3) years’ experience working with computer hardware and software applications.
  • Certification (CompTIA, Microsoft or other applicable to IT)
  • A willingness to learn
  • Proficiency of Windows 10 \ 7
  • Hewlett Packard (HP) Laptop and Desktop Hardware
  • PC hardware troubleshooting
  • General Troubleshooting and Problem Solving
  • iOS (preferred)
  • Android (preferred)
  • Microsoft Office 365
  • Basic Ethernet Cabling
Dice Id : 10114460
Position Id : 19876
Originally Posted : 2 months ago
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