Desktop Support Technician

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This range is provided by Apt. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

The Tier 2 Desktop Support Specialist is responsible for providing advanced technical support to end-users, addressing more complex and escalated issues from Tier 1 support. This role involves diagnosing, troubleshooting, and resolving hardware, software, and network-related problems to ensure efficient and effective desktop operations.

• Diagnose and resolve escalated technical issues involving desktops, laptops, peripherals, software applications, and network connectivity.
• Provide exceptional customer service to end-users by addressing their technical concerns and inquiries through various channels (phone, email, in-person).
• Manage and prioritize tickets in the service desk system, ensuring timely resolution and accurate documentation of all activities and resolutions.
• Perform installation, configuration, and maintenance of desktop hardware, software, and operating systems.
• Assist in troubleshooting and resolving network-related issues, including connectivity problems, VPN access, and network printer issues.
• Implement system updates, patches, and configuration changes as needed to maintain system security and performance.
• Provide guidance and training to Tier 1 support staff and end-users on technical issues and best practices.
• Collaborate with IT teams, including network administrators and system administrators, to resolve complex issues and implement new technologies.
• Create and maintain detailed documentation of technical procedures, solutions, and knowledge base articles for future reference and training.

• 1-3 years of experience in desktop support or a related technical support role.
• Proficiency in Windows and macOS operating systems.
• Strong knowledge of Microsoft Office Suite and common business applications.
• Experience with Active Directory, Citrix, remote desktop tools, and system imaging.
• Familiarity with network protocols, VPNs, and basic network troubleshooting.

Education: Associate or Bachelor’s degree in Information Technology, Computer Science, or a related field is a plus.

Certifications: Relevant certifications such as CompTIA A+, Microsoft Certified:
Modern Desktop Administrator Associate, or similar are advantageous.

• Seniority level:
  Entry level
• Employment type:
  
  Full-time
• Job function:
  Customer Service
• Industries:
  Hospitals and Health Care, IT Services and IT Consulting, and Telecommunications

• Medical insurance
• Vision insurance
• 401(k)