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Position: L2 Desktop Support Engineer

Locations: Green Bay, WI (Onsite from Day 1)

Duration: Long Term Contract

Job Description:

We are seeking a highly motivated and experienced L2 Desktop Support Engineer to join our IT team. The ideal candidate will be responsible for providing advanced technical support to end-users, ensuring the smooth operation of desktop systems, hardware, software, and network connectivity. This role involves resolving complex technical issues, performing system diagnostics, and contributing to the overall efficiency of IT operations. The L2 Desktop Support Engineer will act as an escalation point for L1 support and will work closely with other IT teams to implement solutions and maintain a high level of user satisfaction.

Key Responsibilities:

• Provide advanced technical support for desktop/laptop hardware, operating systems (Windows, macOS), and a wide range of business applications.
• Diagnose and resolve complex hardware and software issues, including but not limited to performance problems, connectivity issues, application errors, and peripheral malfunctions.
• Perform installations, configurations, and upgrades of computer hardware, software, and peripherals.
• Act as an escalation point for L1 support technicians, providing guidance and resolving issues that require in-depth knowledge or troubleshooting.
• Manage user accounts, permissions, and access rights in Active Directory and other identity management systems.
• Troubleshoot network connectivity issues (LAN/WAN, Wi-Fi) and collaborate with network engineers to resolve complex network-related problems.
• Provide support for mobile devices (iOS, Android) and associated enterprise applications.
• Ensure timely resolution of tickets by adhering to Service Level Agreements (SLAs) and maintaining clear communication with end-users.
• Document technical solutions, troubleshooting steps, and knowledge base articles for common issues to improve efficiency and self-service options.
• Participate in IT projects, system rollouts, and infrastructure upgrades as needed.
• Perform preventative maintenance and routine system checks to ensure optimal performance.
• Maintain accurate inventory of IT assets and manage equipment lifecycle.
• Educate users on best practices and security awareness.

Qualifications:

Required:

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Minimum of 3-5 years of experience in an L2 Desktop Support or similar role within a corporate environment.
• Strong proficiency in troubleshooting and supporting Microsoft Windows operating systems (Windows 10/11) and Microsoft Office 365 suite.
• Experience with Active Directory, Group Policy, and user account management.
• Solid understanding of networking concepts (TCP/IP, DNS, DHCP, VPN) and network troubleshooting.
• Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk) and IT Service Management (ITSM) best practices.
• Excellent problem-solving, analytical, and communication skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong customer service orientation and interpersonal skills.

Preferred:

• CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate certification.
• Experience supporting macOS environments.
• Familiarity with remote support tools and methodologies.
• Experience with endpoint management solutions (e.g., SCCM, Intune).
• Knowledge of virtual desktop infrastructure (VDI) environments.
• Experience with scripting (e.g., PowerShell) for automation.

Skills:

• Technical Proficiency: Windows OS, Microsoft Office 365, Active Directory, Network Troubleshooting, Hardware & Software Diagnostics.
• Problem-Solving: Critical thinking, analytical skills, systematic troubleshooting.
• Communication: Excellent verbal and written communication, clear articulation of technical concepts to non-technical users.
• Customer Service: Empathy, patience, professionalism, and a user-centric approach.
• Organizational: Time management, prioritization, attention to detail, documentation.

Physical Requirements:

• Ability to lift and move computer equipment (up to 25 lbs).
• Ability to sit or stand for extended periods.

Best Regards,

Raj

Siri InfoSolutions Inc.

Desk: 848-999-0494

Email: rajagopal@siriinfo.com

Siri InfoSolutions Inc, 3 Ethel Rd, Suite # 302, Edison NJ 08817

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