L2 Desktop Support

TEKsystems • New York, NY

2d • Onsite

About The Position

Building an onsite Level 2 IT support team for end-client's New York City office(s). These technicians will serve as the primary escalation point for L1 support and handle the majority of deskside, desktop, and application troubleshooting. This is a long-term engagement with strong stability. CJIS FBI clearance is required and must be maintained annually.

Requirements

• Windows 11
• Troubleshooting
• Microsoft 365
• desktop troubleshooting
• desktop support
• customer support
• servicenow
• jira
• tanium
• meraki
• fortigate firewalls
• networking technologies
• itil
• 2–6+ years onsite L2 support experience
• strong troubleshooting
• communication
• documentation
• ability to manage escalations in a fast-paced environment

Nice To Haves

• certifications a plus

Responsibilities

• Provide L2 support to customers requiring technical assistance with computer systems, hardware, or software issues.
• Document technical issues, resolutions, and follow-up actions in the ticketing system.
• Escalate complex or unresolved incidents to higher-level support teams.
• Follow approved customer engagement scripts and procedures.
• Contribute to the creation and maintenance of technical documentation.
• Maintain billable time and utilized time measures above specified minimum thresholds.
• Work on assigned projects and tasks within the support team.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees