L2 Desktop Support Specialist – IT Support Specialist

Responsibilities

• Provide L2 technical support for desktops, laptops, printers, mobile devices, and peripherals.
• Troubleshoot Windows operating system, Microsoft Office 365, and application issues.
• Diagnose and resolve hardware and software problems.
• Perform PC imaging, software installation, configuration, upgrades, and break/fix support.
• Support Active Directory user accounts, password resets, permissions, and Group Policy.
• Troubleshoot network connectivity, VPN, Wi-Fi, and related issues.
• Install and configure printers and other peripheral devices.
• Log, track, and update incidents and service requests in the ticketing system.
• Escalate complex issues to appropriate infrastructure or application teams.
• Provide excellent customer service and communicate effectively with end users.
• Maintain IT asset and equipment records as required.

Required Skills

• 3+ years of experience in Desktop Support / IT Support / End User Computing.
• Strong experience supporting Windows 10/11 environments.
• Hands-on experience with Microsoft Office 365.
• Knowledge of Active Directory and Group Policy.
• Experience with desktop/laptop hardware troubleshooting.
• Experience with printers, scanners, and other peripherals.
• Basic understanding of TCP/IP, DNS, DHCP, VPN, and network troubleshooting.
• Experience working with ticketing systems such as ServiceNow or similar.
• Strong communication and customer-service skills.
• Ability to work 100% onsite in Crystal Springs, MS.

Preferred Skills

• Microsoft Intune / SCCM
• Windows imaging and deployment
• Remote support tools
• Asset management
• Basic knowledge of endpoint security
• Experience supporting manufacturing or enterprise environments