Onsite Desktop Support Technician - East Canton - MCPc

    MCPc
    MCPc East Canton

    1 week ago

    Description
    *This role is 100% in office
    Position Summary
    The Level 2 Desktop Support Technician provides advanced technical support to end users by troubleshooting complex hardware, software, and network issues that cannot be resolved by Level 1 support. This role serves as an escalation point, ensuring timely resolution and minimizing downtime across the organization. The Level 2 technician works closely with IT teams to deploy systems, maintain infrastructure, and contribute to continuous service improvement.
    Key Responsibilities
    Technical Support & Troubleshooting
    • Respond to and resolve escalated service desk tickets related to desktops, laptops, mobile devices, printers, and peripherals.
    • Troubleshoot advanced issues involving Windows/macOS operating systems, Office 365, and business applications.
    • Diagnose and resolve network connectivity problems (LAN, VPN, wireless).
    • Support complex hardware repairs and coordinate vendor repairs when necessary.
    • Perform root-cause analysis and implement long-term corrective actions.
    System Administration
    • Assist with user account management (Active Directory, Azure AD, Exchange, M365).
    • Support software installs, updates, imaging, and configuration management.
    • Maintain and troubleshoot endpoint security tools such as antivirus, disk encryption, and MFA.
    • Support device enrollment and management through tools like Intune, SCCM, or JAMF.
    Deployment & Maintenance
    • Participate in hardware refresh cycles, workstation rollouts, and office moves.
    • Configure and deploy new equipment following established standards.
    • Maintain inventory of IT equipment and ensure accuracy of asset tracking.
    Collaboration & Escalation
    • Work closely with Level 1 technicians, providing coaching and knowledge transfer.
    • Escalate complex issues to Level 3 engineers or specialized teams when required.
    • Communicate effectively with end users to ensure a positive support experience.
    Documentation & Process Improvement
    • Create and update knowledge base articles and troubleshooting guides.
    • Document troubleshooting steps, resolutions, and follow-up needs in the ticketing system.
    • Recommend improvements to workflows, tools, and processes to increase service quality.
    Qualifications
    Required
    • 1-4 years of IT support or desktop support experience.
    • Strong understanding of Windows and macOS operating systems.
    • Experience with Microsoft 365 administration and common business applications.
    • Working knowledge of networking fundamentals (TCP/IP, DHCP, DNS, VPN).
    • Familiarity with ticketing systems (ServiceNow, Jira, Freshservice, etc.).
    • Excellent troubleshooting and customer service skills.
    Preferred
    • Certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications.
    • Experience with endpoint management systems (Intune, SCCM, JAMF).
    • Knowledge of scripting basics (PowerShell, Bash) for automation.
    Core Competencies
    • Analytical and problem-solving mindset
    • Strong communication and interpersonal skills
    • Ability to work independently and prioritize tasks
    • Customer-focused approach
    • Attention to detail and documentation accuracy

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