Desktop Support Technician (L1/L2)

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TYPE OF WORK

Full Time

SALARY

3-4.5 an hour

HOURS PER WEEK

45

DATE UPDATED

Apr 13, 2026

JOB OVERVIEW

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

SKILL REQUIREMENT
IT Organization
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