Desktop Support Tier II
Job Description
Job Description
Required Skills & Experience
3+ years of experience in desktop support or IT helpdesk roles.Strong knowledge of Windows OS and Microsoft Office Suite.
Familiarity with Active Directory and password management.
Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
Experience with hardware troubleshooting and peripheral setup.
Proven experience in a Team Lead or Supervisor role within IT support.
Excellent problem-solving and communication skills. Nice to Have Skills & Experience Exposure to server administration and virtualization technologies.
Knowledge of ITIL processes and ticketing systems (e.g., ServiceNow).
Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional. Job Description Provide Tier II support for Windows-based desktops and laptops.
Install, configure, and troubleshoot peripheral devices (printers, scanners, monitors, etc.).
Perform password resets and account management in Active Directory.
Assist with network connectivity issues and basic server refresh tasks.
Execute scheduled system updates and hardware refreshes.
Document incidents, resolutions, and maintain accurate support logs.
Lead and supervise a small team of Tier I support technicians, providing guidance and training.
Coordinate escalations and ensure timely resolution of technical issues.
Ensure compliance with IT security policies and procedures.
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