IT Support Specialist

We are seeking an experienced L2 Desktop Support Engineer to provide onsite technical support for end users in a manufacturing/enterprise environment. The ideal candidate should have strong troubleshooting skills, experience with Windows devices, hardware support, and enterprise IT tools.

Required Experience

• 3–5+ years of experience in Desktop Support, End User Computing (EUC), or IT Support.
• Hands-on experience supporting Windows 10/11 desktops and laptops.
• Experience with hardware troubleshooting, repair, and replacement.
• Strong knowledge of Active Directory, Microsoft Office 365, and Outlook.
• Experience with ServiceNow or similar ITSM ticketing tools.
• Experience with device imaging, deployment, and OS installation.
• Knowledge of SCCM/MECM, Microsoft Intune, or Autopilot.
• Basic networking knowledge (TCP/IP, DNS, DHCP, VPN, Wi-Fi).
• Experience supporting printers, scanners, docking stations, and peripherals.
• Ability to troubleshoot software, hardware, and connectivity issues.
• Strong customer service and communication skills.

Preferred Skills

• Experience in a manufacturing or enterprise environment.
• Knowledge of BitLocker encryption and recovery.
• Familiarity with Azure AD (Microsoft Entra ID).
• Experience supporting remote users using tools such as TeamViewer, AnyDesk, or Remote Desktop.
• Basic knowledge of PowerShell scripting.
• ITIL Foundation certification is a plus.

Key Responsibilities

• Provide Level 2 onsite desktop support for end users.
• Diagnose and resolve hardware, software, and operating system issues.
• Install, configure, and maintain desktops, laptops, printers, and peripherals.
• Perform device imaging, deployment, and user migrations.
• Manage user accounts, passwords, and permissions in Active Directory.
• Support Microsoft Office 365 applications including Outlook and Teams.
• Troubleshoot VPN, network connectivity, and printer issues.
• Handle incident, service request, and asset management activities through ServiceNow.
• Coordinate hardware replacements and warranty repairs.
• Escalate complex issues to higher support teams when necessary.
• Document troubleshooting steps and maintain accurate ticket updates.
• Support conference room equipment and audio/video devices when required.

Technical Skills

• Windows 10/11
• Active Directory
• Microsoft Office 365
• ServiceNow
• SCCM/MECM
• Microsoft Intune
• Microsoft Autopilot
• BitLocker
• TCP/IP, DNS, DHCP
• VPN
• Azure AD (Microsoft Entra ID)
• Printer Support
• Hardware Break/Fix
• Remote Support Tools
• PowerShell (Basic)

Soft Skills

• Excellent troubleshooting and analytical skills.
• Strong verbal and written communication.
• Customer-focused approach.
• Ability to prioritize multiple support requests.
• Team player with a proactive attitude.