Job Description
Job Summary (List Format) Desktop Support (Level 2 Technical Support Specialist)
- Provide on-site IT support for system migrations, hardware, and application issues for end-users.
- Deliver break/fix support for desktops, laptops, and peripherals.
- Re-image, configure, and deploy systems and enterprise applications.
- Troubleshoot and resolve issues on Windows OS, Mac OS, Android OS, and enterprise software.
- Install, configure, and support desktop, laptop, and mobile devices, including printers and related software.
- Manage incident tickets using ITSM tools (e.g., ServiceNow, Remedy).
- Provide both onsite and remote technical support, ensuring adherence to SLAs.
- Assist with disaster recovery processes and emergency IT responses.
- Collaborate with third-party vendors and escalate issues to Level 3 teams when necessary.
- Participate in system upgrades, hardware refreshes, and site migration events.
- Document standard operating procedures, knowledge base articles, and technical processes.
- Utilize expertise in Windows 10/11, MS Office, O365, Active Directory, LAN/WAN, Wi-Fi, DNS, Group Policy, and firewall basics.
- Apply understanding of ITIL framework and service management best practices.
- Demonstrate strong troubleshooting, communication, and customer service skills.
- Required to work onsite 5 days a week in Strother, Kansas (or specified locations).
- Must be a U.S. citizen with 6 8 years of relevant IT desktop support experience.
Job Tags
Remote job,
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