Deskside Support Technician - Level 2

The Level 2 Deskside Support Engineer acts as an escalation point for complex technical issues and is responsible for maintaining, optimizing, and securing the organization's desktop and local infrastructure. This role involves deep-dive troubleshooting, executing IT projects, automating routine tasks, and mentoring Level 1 technicians, all while delivering exceptional customer service., * Advanced Technical Support: Serve as the primary escalation point for complex hardware, software, and network issues deferred by Level 1 support.

• SLA & Queue Management: Oversee the local ticketing queue to ensure high-priority issues are resolved efficiently; analyze ticket data to identify trends and implement permanent fixes.
• Infrastructure & Network Support: Troubleshoot and resolve advanced network connectivity issues (VLANs, DNS, DHCP, switches, and firewalls) and manage local server/backup infrastructure health.
• Endpoint Management (MDM): Administer and optimize Mobile Device Management (MDM) and unified endpoint management solutions (e.g., Intune, Jamf) for automated software deployment, patching, and provisioning.
• Collaboration & AV Systems: Own the lifecycle, maintenance, and advanced troubleshooting of conference room systems (e.g., Teams Rooms, Zoom Rooms, advanced AV routing).
• Identity & Access Management: Administer and maintain user accounts, security groups, and policies within Active Directory, Azure AD/Entra ID, and Google Workspace.
• Knowledge Management & Mentorship: Create comprehensive technical documentation, standard operating procedures (SOPs), and training materials to mentor and upskill Level 1 technicians.
• Asset & Lifecycle Management: Oversee local IT asset management, ensuring compliance, tracking hardware lifecycles, and managing procurement requests.

Do you have experience in Zoom?, Do you have a Bachelor's degree?, * Education & Experience: Bachelor's degree in IT, Computer Science, or a related field (or equivalent experience), with 3-5 years of progressive experience in a desktop support or systems administration role.

• Technical Expertise: Deep knowledge of Windows/macOS operating systems, PC/Mac hardware, advanced networking concepts, and enterprise IT infrastructure.
• Systems Administration: Strong familiarity with Active Directory/Entra ID administration, Group Policy (GPOs), and cloud productivity suites (M365/Google Workspace).
• Certifications: Highly valued certifications include CompTIA Network+/Security+, Microsoft Certified: Modern Desktop Administrator, ITIL Foundation, or CCNA.
• Soft Skills: Proven ability to handle high-pressure escalations with calm, empathetic, and clear communication.
• Problem-Solving: Exceptional analytical and root-cause analysis skills, with a mindset geared toward automation over repetitive manual fixes., * Must be willing to undergo a background check.
• Must have authorization to work within the U.S.
• Must be able to commute to the designated office location daily.

• Competitive salary based on experience.
• Opportunities for professional growth, funded certifications, and career advancement into Systems/Network Administration or Cyber Security.
• Collaborative, supportive, and friendly work environment with a focus on teamwork and continuous learning.