Desktop Support Engineer L2 (Tech Bar Associate)

• Provide Tier 2 desktop support for hardware, software, and network-related issues
• Deliver support via walk-up (Tech Bar), phone, email, and ticketing systems (ServiceNow)
• Troubleshoot and support Windows and macOS environments
• Manage and maintain devices using JAMF (Mac) and SCCM
• Install, configure, and maintain desktops, laptops, mobile devices, and peripherals
• Support user onboarding and offboarding, including system setup and equipment provisioning
• Perform diagnostics, identify root causes, and implement effective solutions
• Escalate complex issues and collaborate with cross-functional IT teams
• Maintain accurate documentation of incidents, service requests, and resolutions
• Track and manage IT asset inventory (hardware and software)
• Ensure compliance with organizational security policies and data protection standards

Do you have experience in macOS?, We are looking for a highly customer-focused Desktop Support Engineer L2 (Tech Bar Associate) with experience in IT launches and Tech Bar environments. This role involves providing hands-on, in-person technical support in a fast-paced, walk-up setting. The ideal candidate will have strong expertise in both Windows and macOS, along with experience in JAMF, and a passion for delivering exceptional end-user support., * Proven experience as a Desktop Support Engineer L2 / Tech Bar Associate / Desktop Support Specialist

• Strong hands-on experience with Windows and macOS systems (Must Have)
• Experience with JAMF for Mac device management (Mandatory)
• Working knowledge of SCCM
• Experience with ServiceNow or similar ticketing tools
• Strong troubleshooting skills across hardware, software, and peripherals
• Experience supporting printers, mobile devices, and end-user computing environments

Customer Experience & Soft Skills (Critical)

• Excellent communication and interpersonal skills
• Strong customer service orientation with a white-glove support mindset
• Comfortable providing face-to-face, walk-up support in a Tech Bar environment
• Patient, approachable, and professional demeanor
• Ability to explain technical concepts to non-technical users
• Strong organizational skills and attention to detail
• Ability to work both independently and collaboratively

Preferred Qualifications

• Experience in IT Launch projects and Tech Bar environments (Highly Preferred)
• Relevant certifications such as CompTIA A+, Microsoft Certified Professional, ITIL, etc.
• Experience in high-volume user support environments

Must-Have Skills

• Windows & macOS support
• JAMF (mandatory)