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Desktop Support Technician L2

Milestone Technologies, Inc. • Walnut Creek, CA 94595 • Posted 4 days ago

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In-person • Full-time • Mid Level

Job Highlights

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As a Level 2 Desktop Support Technician, you will be responsible for supporting client technology and services onsite at the customer location. This includes desktop/laptop break/fix, re-imaging, troubleshooting, desk and mobile phone support, and Audio/Visual & Physical Conference Room support technologies. This role is internal end user facing, requiring strong relationship-building skills with internal users and executive staff.

Responsibilities

Plan, design, implement, and support hardware and software installation projects
Analyze, test, and debug compute device systems
Customize systems for specific functional areas or unique user needs
Laptop/Desktop Break-Fix, Remote Desktop Support, Remote Office on-site Travel
Support OS, variety of applications, security agents/services, and hardware issues for users (MAC OS, Windows, IOS, Android)
Work with IT Infrastructure teams to setup and maintain existing infrastructure environments and assist with local changes
Provide user training and education
Re-imaging with data transfers a requirement
New HW delivery and setup. May require lifting of boxes and compute HW in addition to installation under desks
Printer installation and troubleshooting
Problem diagnosis and resolution
Ensure client satisfaction and client management
Provide user training and education
Reporting to customers and management on status, resource needs, and projected outcomes
Mentorship and training of junior Regional IT Specialists by more senior members of the team on processes and tools
Project management

Qualifications

Required

Minimum 3 years of relevant technical experience supporting users in a Windows and Mac environment
Job experience and history focused on Desktop Support at Tier 2 levels
Proficient in macOS and Microsoft Windows
Experienced in utilization of array of Desktop Imaging and MDM tools, such as Intune, SmartImager, Imperious, SmartDeploy
Thorough knowledge of Personal Computer Hardware, PDA devices, Desktop Software, Windows 10, OSX, G-Suite support & administration, Anti-Virus, Internet Browsers, Internet connectivity
Demonstrated proficiency and professionalism when interfacing with customer employees, executives, and VIPs when providing Desktop Support
Leadership ability to ensure technical growth and professionalism of Desktop team and colleagues
Ability to multi-task and manage multiple priorities in a fast-paced environment
Ability to diagnose and solve complex technical issues
Ability to professionally perform and communicate in stressful and high impacting situations
CompTIA's A and Network certification preferred; MCSE: Desktop Infrastructure and CCNA a plus
Good oral and written communication skills
Ability to work collaboratively with other IT Regional Specialists and cross-functional technical team members to support deadlines; ability to work independently as well
Ability to interface with executive level internal employees and troubleshoot their compute requirements
Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
Ability to follow standard engineering principles and practices
Creative approach to problem solving
Ability to handle multiple tasks concurrently with competing deadlines
Ability to travel to customer sites for installations, troubleshooting, user training, and relationship management

Full Job Description

As a Level 2 Desktop Support you are responsible for supporting client technology and services located onsite at the customer location. This includes but not limited to desktop/laptop break/fix, re-imaging, troubleshooting, desk & mobile phone support and Audio/Visual & physical conference room support technologies. This is an internal end user employee facing role where your skills at maintaining and developing relationships with internal users and executive staff is crucial.

How You Will Make an Impact:

Plan, design, implement, and support hardware and software installation projects
Analyze, test, and debug compute device systems
Customize systems for specific functional areas or unique user needs
Laptop/Desktop Break-Fix, Remote Desktop Support, Remote Office on-site Travel
Support OS, variety of applications, security agents/services, and hardware issues for users (MAC OS, Windows, IOS, Android)
Work with IT Infrastructure teams to setup and maintain existing infrastructure environments and assist with local changes
Provide user training and education
Re-imaging with data transfers a requirement
New HW delivery and setup. May require lifting of boxes and compute HW in addition to installation under desks
Printer installation and troubleshooting
Problem diagnosis and resolution
Ensure client satisfaction and client management
Provide user training and education
Reporting to customers and management on status, resource needs, and projected outcomes
Mentorship and training of junior Regional IT Specialists by more senior members of the team on processes and tools
Project management

What You Will Need To Succeed:

Minimum 3 years of relevant technical experience supporting users in a Windows and Mac environment
Job experience and history focused on Desktop Support at Tier 2 levels
Proficient in macOS and Microsoft Windows. Skilled in all diagnostics, commands, etc.
Experienced in utilization of array of Desktop Imaging and MDM tools, such as Intune, SmartImager, Imperious, SmartDeploy.
A thorough knowledge of Personal Computer Hardware, PDA devices, Desktop Software, Windows 10, OSX, G-Suite support & administration, Anti-Virus, Internet Browsers, Internet connectivity
Demonstrated proficiency and professionalism when interfacing with customer employees, executives, and VIPs when providing Desktop Support
Leadership ability to ensure technical growth and professionalism of Desktop team and colleagues.
Ability to multi-task and manage multiple priorities in a fast-paced environment
Ability to diagnose and solve complex technical issues
Ability to professionally perform and communicate in stressful and high impacting situations
CompTIA's A and Network certification preferred; MCSE: Desktop Infrastructure and CCNA a plus
Good oral and written communication skills
Ability to work collaboratively with other IT Regional Specialists and cross-functional technical team members to support deadlines; ability to work independently as well
Ability to interface with executive level internal employees and troubleshoot their compute requirements
Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
Ability to follow standard engineering principles and practices
Creative approach to problem solving
Ability to handle multiple tasks concurrently with competing deadlines
Ability to travel to customer sites for installations, troubleshooting, user training, and relationship management

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