Desktop Support Specialist II

MAPFRE•Webster, MA

2d•$55,000 - $68,000

About The Position

This position acts as a consultant to both End-Users and IT in their use of desktop computing resources. Supports and maintains company owned computer systems, desktops and peripherals. This includes diagnosing, repairing and maintaining all hardware and equipment while ensuring optimal workstation performance. This person will also troubleshoot problem areas in a timely and accurate fashion.

Requirements

Associate’s Degree in Computer Science or a related field Preferred.
2-4 years of experience in a Level II desktop support role or a related field required.
CompTIA A+ certification required, with additional certifications specific to MAPFRE's technologies (e.g., Microsoft certifications) a plus.
In-depth understanding of computer hardware, software, and operating systems.
Proficiency in Level II desktop support best practices, including advanced troubleshooting methodologies, data backup and recovery procedures, and user account management.
Familiarity with configuration management tools and system deployment processes.
Makes independent decisions on resolving complex desktop support issues by selecting the most appropriate course of action from established procedures. Escalates critical issues to higher-level support teams.
Works under general supervision for routine tasks. Receives guidance on new procedures or complex issues.
May provide guidance and training to less experienced desktop support staff. May take a lead role in specific projects or initiatives related to desktop support.
Applies advanced troubleshooting skills and knowledge to resolve complex desktop support issues independently. Collaborates with higher-level support teams to diagnose and resolve escalated technical problems.

Nice To Haves

Additional certifications specific to MAPFRE's technologies (e.g., Microsoft certifications) a plus.

Responsibilities

Provide advanced Level 2 technical support for complex desktop hardware, software, and peripheral issues.
Utilize advanced troubleshooting techniques to diagnose and resolve escalated user problems.
Document solutions for complex issues and contribute to the knowledge base.
Implement and maintain desktop security best practices to ensure workstation protection.
Troubleshoot and resolve workstation performance and configuration issues.
Develop and deliver user training materials for new software or hardware deployments.
Assist users with onboarding processes and initial desktop configuration.
Collaborate with Level 3 support specialists to resolve complex technical issues.
Participate in knowledge-sharing initiatives and provide guidance to less experienced team members.