Desktop Support Engineer L2

Iron Systems - North Chicago, IL

Full-time - Entry Level

North Chicago, IL

Professional, Scientific, and Technical Services

About the position

The Desktop Support Engineer L2 will provide comprehensive technical support services to campus-based personnel, focusing on diagnosing and resolving issues related to PC and Mac systems and their peripherals. This role involves configuring systems, managing user tickets, and ensuring compliance with company policies while maintaining high service-level goals for response time and user satisfaction.

Responsibilities

• Provide direct technical support to client's on-site personnel
• Perform IMAC related tasks including hardware break/fix and software upgrades
• Resolve reported incidents in the software & hardware environment
• Maintain incident management system with up-to-date information on ticket progress
• Complete assigned tickets in a timely manner within the Client SLAs
• Update asset tracking inventory in accordance with work instructions
• Provision and set up phones for either landline or VOIP
• Monitor/Resolve tickets dispatched by the Service Desk
• Provide IT orientations for newly hired personnel
• Support services for client's conference and training rooms
• Perform customer support related tasks and special projects as assigned by management
• Liaise interdepartmentally to seek resolutions to reported issues
• Travel between local offices to provide support for meetings and trainings

Requirements

• BA or Vocational school degree preferred or equivalent work experience
• A+ Certification (Must be attained within three months of employment)
• Microsoft Certified Professional certification is a plus
• Minimum of 2 years of Deskside support experience
• Previous call center, computer support, or customer service experience
• Ability to travel if required by the client
• Diagnose, troubleshoot, and fix Mac OS X and Windows solutions
• Configure and troubleshoot IOS and Android operating systems
• Excellent communication and customer service skills
• Experience in supporting and troubleshooting Microsoft Office Suite, Windows Operating Systems, VPN client software, Remote Desktop tools

Nice-to-haves

• Scripting with PowerShell
• Root cause analysis skills

Benefits

• Competitive salary
• Opportunities for professional development
• Supportive work environment