Desktop Support Technician L1-L2

Role Overview
The Desktop Support Technician is responsible for delivering high-quality technical support for end-user
systems, including workstation deployment, troubleshooting, and ongoing maintenance. This role is
critical to ensuring a seamless IT experience.
The ideal candidate is highly motivated, detail-oriented, and eager to learn.
Key Responsibilities
Provide technical and hardware support for workstation deployments and end-user
environments
Assist with IT projects such as:
o Desktop/laptop provisioning and deployments
o User onboarding and offboarding
o Profile migrations and system upgrades
Diagnose and troubleshoot hardware, software, and basic network issues
Perform routine maintenance activities on workstations and systems (patching, updates, system
checks, etc.)
Coordinate with vendors for warranty claims, repairs, and replacements
Document work performed and maintain accurate records in ticketing systems
Adhere to company IT standards, policies, and security procedures
Provide after-hours support via chat and phone as needed
Follow predefined security protocols to remediate alerts during off-hours
Required Skills & Qualifications
2+ years of experience in an IT support or help desk role
Hands-on experience with Windows and macOS environments
Strong problem-solving skills with the ability to identify root causes
Excellent written and verbal English communication skills
Strong attention to detail and organizational skills
Ability to follow structured processes and documentation
Ability to prioritize and execute in a fast-paced environment
Client-focused with a positive, service-oriented attitude
Strong desire to learn and continuously improve technical skills
Preferred Experience
Experience working for a Managed Services Provider (MSP)
Familiarity with:
o Ticketing systems (e.g., ConnectWise, Autotask, ServiceNow)
o RMM tools

o Endpoint security tools (AV/EDR)
o Microsoft 365 ecosystem (Entra ID, Intune, MAM)
o SIEM platforms and basic security operations workflows
Experience with IT documentation platforms (e.g., IT Glue, Hudu)
Education & Certifications
Bachelor’s degree in IT, Computer Science, or related field (preferred but not required with
strong experience)
Preferred certifications:
o CompTIA A+
o Network+
o Security+
o Microsoft certifications (MS-900, AZ-900)

Working Hours
Training Period (1–3 months):
o 8:00 AM – 5:00 PM (U.S. Eastern Time overlap required)
Post-Training Schedule:
o 6:00 AM – 2:00/3:00 PM (local time, subject to change based on business needs)
Includes occasional after-hours support responsibilities
Growth & amp; Development
Ongoing hands-on training across IT support, systems, and cybersecurity
Exposure to real-world MSP environments and modern toolsets
Clear career progression path:
o Desktop Support (L1/L2) Systems Administrator Security Analyst / Engineer
Mentorship from senior engineers and leadership

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