L2 Deskside Technician

Pomeroy•Boston, MA

About The Position

We are seeking a skilled and experienced Level 2 Deskside Technician to join our IT Support Services team. The Level 2 Deskside Technician will provide advanced technical support to end-users, resolving complex hardware and software issues, and assisting with IT projects and initiatives. This role requires strong technical expertise, excellent problem-solving abilities, and a commitment to delivering exceptional customer service.

Requirements

Associate’s degree in Information Technology, Computer Science, or a related field is preferred.
Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional, CompTIA Network+) are advantageous.
3-5 years of experience in IT support, helpdesk, or deskside technician roles.
Proven experience resolving complex technical issues and supporting advanced IT environments.
Proficiency in troubleshooting hardware and software issues on Windows and macOS platforms.
Strong knowledge of networking principles, printers, and peripheral devices.
Experience with Active Directory, group policies, and remote support tools.
Excellent verbal and written communication skills.
Ability to explain technical concepts to non-technical users clearly and concisely.
Strong analytical and problem-solving skills.
Ability to diagnose issues, identify root causes, and implement effective solutions.
Commitment to delivering high-quality customer service.
Ability to handle user inquiries and complaints with patience and professionalism.
Strong organizational and time management skills.
Ability to prioritize tasks and manage multiple support requests simultaneously.
Ability to adapt to new technologies, processes, and procedures quickly.
Willingness to continuously learn and improve technical skills.

Responsibilities

Provide second-level technical support to end-users for more complex hardware, software, and peripheral issues.
Resolve escalated support tickets in a timely and efficient manner.
Diagnose and troubleshoot advanced hardware, software, network, and system issues.
Perform root cause analysis and implement long-term solutions to prevent recurrence.
Assist with the installation, configuration, and maintenance of desktops, laptops, printers, and other IT equipment.
Ensure devices are set up according to company standards and user requirements.
Provide in-depth guidance and assistance to end-users on IT-related issues, including software usage, system navigation, and advanced troubleshooting steps.
Educate users on best practices and security protocols.
Maintain accurate records of IT assets, including hardware inventory, software licenses, and equipment assignments.
Assist with asset tracking, deployment, and decommissioning.
Create and maintain documentation for IT support processes, procedures, and troubleshooting guides.
Ensure knowledge base articles are up-to-date and accessible to users.
Escalate unresolved issues to higher-level support teams or vendors as necessary.
Follow up on escalated tickets to ensure timely resolution.
Perform routine maintenance tasks, such as software updates, system backups, and hardware inspections, to ensure the reliability and performance of IT equipment.
Work closely with IT support teams, network administrators, and other stakeholders to address and resolve technical issues.
Participate in team meetings and contribute to continuous improvement initiatives.
Deliver exceptional customer service by maintaining a professional and friendly demeanor.
Ensure user satisfaction through effective communication and prompt resolution of issues.
Assist with IT projects and initiatives, including hardware and software upgrades, system migrations, and new technology implementations.