Job Description
A Level 2 Desktop Support Technician provides advanced technical assistance for complex hardware, software, and network issues that cannot be resolved by the Level 1 support team. This role requires in-depth troubleshooting skills, excellent communication, and the ability to work collaboratively with a small dynamic team to maintain a stable and efficient IT environment.
The position involves dealing with computer and data security on a daily basis. The organization recognizes its vulnerability to the danger of data corruption or illegal access to our systems. For this reason, this individual must be of high caliber, honest and conscientious.
• Serve as the escalation point for technical issues from the Level 1 support team, diagnosing and resolving complex hardware, software, and network problems
• Perform advanced troubleshooting for a wide range of desktop issues, including operating system errors, application crashes, and peripheral device failures.
• Install, configure, and upgrade Microsoft Windows Desktop Operating Systems on physical hardware or VDI
• Install, configure, and upgrade applications, ensuring proper functionality and compatibility. Applications include: Microsoft Office Application Suite (Outlook, Excel, Word, PowerPoint), Adobe Acrobat, Trellix End Point Security, Citrix Workspace App, Forcepoint One Agent.
• Manage Windows updates, testing and coordinate deployment with Level 1 support team
• Install, configure, maintain, and administer desktops, laptops, printers, and mobile phones. Experience with Microsoft Intune a plus
• Perform routine tasks within the IS Operations group such as backups, documentation, disaster recovery testing, production releases, system maintenance and integrated troubleshooting throughout the environment.
• Set and meet project schedules
• Ensure desktop efficiency, integrity and security.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
• Microsoft Windows Desktop Operating Systems on physical hardware or VDI
• Microsoft Office Application Suite (Outlook, Excel, Word, PowerPoint)
• Adobe Acrobat
• McAfee End Point Protection or Anti-Virus
• Citrix Client/Receiver
• Microsoft Configuration Manager/Windows Server Update Services
• Microsoft Intune
• Strong interpersonal and communication skills.
• Ability to solve problems quickly and effectively.
• Ability to set and meet reasonable project deadlines.
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.