Desktop Support Technician - L2 - Remote | WFH

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Job Overview

The Desktop Support Technician - L2 - Remote at Get It Recruit - Hospitality will be responsible for providing technical support for desktop and laptop systems, ensuring that users across the organization can operate efficiently and effectively. This role involves diagnosing and resolving hardware and software issues, assisting with network and connectivity problems, and maintaining documentation of support activities. The ideal candidate is expected to work independently while collaborating with other IT staff to enhance overall service delivery and user experience.

Job Responsibilities

• Provide advanced technical support to end-users via phone, email, and remote desktop tools.
• Diagnose and troubleshoot hardware and software issues, including printing, networking, and OS problems.
• Install, configure, and upgrade desktop and laptop systems according to company policies.
• Maintain inventory of desktop and laptop hardware, ensuring all systems are functioning correctly.
• Document support activities and update knowledge base entries to enhance team effectiveness.
• Collaborate with other IT team members to resolve complex technical issues.
• Assist in the onboarding of new employees by configuring and deploying their workstations.
• Monitor and manage ticketing system to ensure timely resolution of user issues.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Minimum of 3 years of experience in a desktop support or helpdesk role.
• Strong knowledge of Windows and macOS operating systems.
• Experience with Active Directory, Office 365, and remote support tools.
• Excellent problem-solving and communication skills.
• Ability to work independently and manage multiple tasks effectively.
• CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent certifications are a plus.

Technologies & Tools

The Desktop Support Technician will primarily work with various technologies and tools, including but not limited to Windows and macOS operating systems, Microsoft Office Suite, remote desktop applications, ticketing systems such as ServiceNow or Zendesk, and hardware diagnostics tools. Familiarity with network protocols and management tools will also be essential in order to efficiently troubleshoot connectivity issues.

Ideal Candidates

Ideal candidates for this position will demonstrate a proactive attitude towards problem-solving and possess empathy towards user challenges. They should be adaptable, quick learners who thrive in a fast-paced environment. Strong interpersonal skills and an ability to communicate technical information clearly to non-technical users are critical. Candidates should exhibit a commitment to continuous improvement and a passion for delivering exceptional customer service.