IT End User Services Tech, Level 2
About The Position
The IT End User Services (EUS) Technician – Level 2 provides advanced technical support for end-user technologies and serves as a key escalation point for complex issues requiring deeper troubleshooting and technical expertise. This role supports the stability, security, and performance of end-user devices, applications, and End User Computing (EUC) platforms while contributing to service improvements, operational efficiency, and knowledge sharing across the IT organization. The Level 2 Technician works closely with Level 1 support staff, infrastructure teams, security teams, and application owners to ensure a seamless and productive technology experience for World Travel employees.
Requirements
- Experience providing Level 2 end-user, desktop, or technical support within an enterprise environment.
- Strong knowledge of Windows operating systems, hardware troubleshooting, and enterprise applications.
- Experience with endpoint management platforms and remote support technologies.
- Excellent problem-solving, analytical, and communication skills.
- Experience supporting End User Computing (EUC) solutions, including VDI and DaaS platforms.
- Working knowledge of ITIL principles and IT Service Management (ITSM) processes.
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field; equivalent experience may be considered in lieu of formal education.
- Previous experience in a help desk, desktop support, or technical customer support role.
Nice To Haves
- Industry certifications preferred, including: CompTIA A+
- CompTIA Network+
- Microsoft certifications
- Relevant technical certifications such as CompTIA A+, Network+, or Microsoft certifications are preferred.
Responsibilities
- Resolve escalated incidents involving complex hardware, software, operating system, and connectivity issues.
- Perform in-depth troubleshooting and root cause analysis.
- Provide coaching, guidance, and technical mentoring to Level 1 technicians.
- Collaborate with infrastructure, security, and application teams to resolve advanced technical issues.
- Configure, deploy, image, maintain, and troubleshoot desktops, laptops, and mobile devices.
- Support operating system deployments, software updates, and patch management activities.
- Diagnose and resolve advanced application issues and compatibility concerns.
- Support complex onboarding requirements, including specialized equipment and non-standard access requests.
- Ensure secure and complete employee offboarding through access removal, asset recovery, and documentation updates.
- Support and troubleshoot End User Computing technologies including Virtual Desktop Infrastructure (VDI), Desktop as a Service (DaaS), and application streaming platforms.
- Diagnose and resolve virtual desktop performance, profile, and connectivity issues.
- Partner with engineering teams to identify and remediate systemic EUC-related challenges.
- Enforce endpoint security standards, encryption requirements, and patch compliance.
- Assist with incident response, investigations, and remediation efforts.
- Maintain accurate technical documentation and asset management records to support audit and compliance initiatives.
- Identify recurring issues and recommend process, service, and technology improvements.
- Develop and maintain knowledge base articles, technical documentation, and operational runbooks.
- Participate in technology pilots, upgrades, and service improvement initiatives.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
