L2 Desktop Support Technician
Gr8ttek, LLC•Ontario, CA
•$20 - $23•Onsite
About The Position
The L2 Deskside Support Technician provides on-site, second-level IT support at customer locations. This role ensures smooth operations by troubleshooting hardware, software, and network issues, supporting end-user devices, and collaborating with technical teams to deliver high-quality service.
Requirements
- 5–7 years of IT support experience
- Strong skills in hardware/software troubleshooting with OEMs
- Experience with Zebra printers/scanners, Nexthink, and remote tools (LogMeIn)
- Knowledge of SCCM, Citrix, and workspace management platforms
- Strong knowledge of Windows and Mac OS, including installation, upgrades, and troubleshooting
- Experience with Apple iOS devices (iPhones, iPads) setup, reinstall, and support
- Expertise in imaging computers via PXE or USB (offline media)
- Familiarity with Intune for device management
- Proficiency with ServiceNow ticketing system
- Troubleshooting hardware issues with OEMs (printers, computers, phones)
- Zebra printer and scanner support
- Experience with Zscaler firewall, VPN, and Active Directory
- Remote desktop support tools (LogMeIn)
- Nexthink for end-user analytics
- Knowledge of SCCM, Citrix, and similar platforms for workspace services
- Understanding of TCP/IP networking, domains, and server-client operations
- Hands-on experience with infrastructure equipment (rack/stack, cabling, data center devices)
- Familiarity with backup operations and tape management
- Excellent customer interaction and communication skills
- Logical, analytical approach with strong problem-solving ability
- Independent, punctual, and detail-oriented
- Professional demeanor under pressure, with emphasis on grooming and presentation
- 5–7 years of relevant IT support experience
- Fluency in English (Spanish is a plus) for customer interaction
Nice To Haves
- Certifications like CompTIA A+, MCP/MCSE, or OEM certs are a plus, not mandatory
- CompTIA A+, MCP/MCSE certifications are desirable
- OEM certifications preferred
- ITIL knowledge is advantageous
Responsibilities
- Troubleshoot desktops, laptops, mobile devices, printers, and peripherals
- Support Windows, Mac (lightly), and Apple iOS (iPhones/iPads)
- Log and track issues in ServiceNow
- Troubleshoot Zebra scanners and printers
- Handle imaging (PXE/USB), installs, upgrades, and break-fix activities
- Manage devices with Intune, Active Directory, VPN, and Zscaler firewall
- Provide VIP/executive support and exceptional customer service
- Provide hands-on support for desktops, laptops, mobile devices, printers, video conferencing equipment, and peripherals
- Troubleshoot and resolve incidents related to network and computing devices, escalating when necessary
- Support remote engineering teams in application packaging, software distribution, image management, MDM, virtualization, and workspace security
- Deliver priority services for executive and VIP users
- Maintain accurate documentation in ServiceNow and contribute to reporting requirements
- Perform IMAC (Install, Move, Add, Change) and break-fix activities
- Carry out preventative maintenance and follow SME instructions for infrastructure support
- Ensure exceptional customer service and professional communication across organizational levels
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
