IT Desktop Support Technician (US Shift) - Level 1&2

The IT Desktop Support Technician (Level 1 & 2) will provide technical assistance and support for hardware, software, and network-related issues to end users. This position requires working during US hours and supporting remote or on-site employees in the US or global locations. The role involves troubleshooting, diagnosing, and resolving IT issues, escalating complex problems, and delivering high-quality IT service.

Level 1 Responsibilities:

• Initial Point of Contact: Serve as the first point of contact for end-users seeking IT support via phone, email, or chat.
• Issue Documentation: Accurately log all incoming issues, requests, and activities into the ticketing system.
• Troubleshooting: Perform basic troubleshooting for hardware, software, and network issues (e.g., printers, desktops, laptops, VPN connectivity).
• Password Resets & Access: Assist with password resets, account unlocks, and general access issues.
• Software Installation: Assist users with software installations, updates, and configuration for standard business applications.
• Basic Networking: Diagnose basic networking issues (Wi-Fi, LAN) and help users connect to the corporate network.
• Incident Escalation: Escalate complex issues to Level 2 or higher technical support teams if not resolved within predefined SLAs.
• End-User Training: Provide basic guidance and support to users on common IT tasks (e.g., system navigation, office tools).
• Customer Service: Ensure high levels of customer satisfaction through professional, courteous, and timely communication.

Level 2 Responsibilities:

• Advanced Troubleshooting: Diagnose and resolve more complex IT issues related to hardware, software, and network infrastructure, including troubleshooting of servers, firewalls, and security configurations.
• Remote Assistance: Provide remote technical assistance using remote desktop tools and other support platforms.
• Systems Management: Support in managing Active Directory, Exchange servers, Office 365, and other cloud-based applications.
• Hardware Replacement: Assist with identifying and replacing defective components in workstations, laptops, and other IT equipment.
• Software Configuration: Configure, deploy, and troubleshoot custom software applications, operating systems, and security tools.
• Network Support: Troubleshoot and support network issues (e.g., IP addressing, subnets, VPN configurations, firewall troubleshooting).
• Incident & Problem Management: Participate in root cause analysis for recurring issues and contribute to the problem management process.
• Knowledge Base Maintenance: Update documentation and contribute to the knowledge base for common IT issues and resolutions.
• Collaboration with Teams: Work closely with infrastructure and engineering teams to ensure a seamless handoff for unresolved technical issues.
• Monitoring: Monitor system health, security threats, and server performance, escalating as needed.

Technical Skills:

· Level 1:

o Familiarity with Windows, macOS, and Linux operating systems.

o Basic understanding of networking principles (e.g., IP addresses, DNS, DHCP).

o Experience with Microsoft Office 365 (Outlook, Word, Excel, etc.).

o Knowledge of basic hardware troubleshooting (e.g., printers, desktops, laptops).

o Experience with ticketing systems (e.g., ServiceNow, Zendesk).

o Knowledge of remote desktop tools (e.g., TeamViewer, AnyDesk).

· Level 2:

o Strong expertise in Windows and macOS operating systems, with basic knowledge of Linux.

o Advanced understanding of networking (e.g., TCP/IP, VPN, firewalls, routers).

o Proficiency in Active Directory, Exchange, and Office 365 administration.

o Experience with endpoint security tools (e.g., antivirus, encryption).

o Basic knowledge of scripting or automation (e.g., PowerShell).

o Experience with virtualization (VMware, Hyper-V).

o Understanding of cloud-based services (AWS, Azure).

Soft Skills:

· Communication: Excellent written and verbal communication skills with the ability to explain technical concepts to non-technical users.

· Customer Service: Strong focus on customer satisfaction and service delivery.

· Problem Solving: Strong analytical and troubleshooting skills to diagnose and resolve IT issues.

· Teamwork: Ability to work collaboratively with other IT staff and departments.

· Time Management: Capable of handling multiple issues and tasks simultaneously in a high-pressure environment.

Educational Requirements:

· Associate or Bachelor’s Degree in Information Technology, Computer Science, or related field (preferred).

· Relevant certifications such as CompTIA A+, CompTIA Network+, Microsoft Certified: Modern Desktop Administrator (MD-100/MD-101), or similar.

Experience:

· Level 1: 1-2 years of experience in a technical support or helpdesk role.

· Level 2: 2-4 years of experience in desktop support or a similar IT role with progressive responsibility.